Job Description

Job Title :
Operations Manager
Qualification :
Graduate
Relevant Experience :
Overall 10+ years, including 2+ years as an Operations Manager
Must Have Skills :
1. Experience managing Domestic/International Premium Voice/Chat programs
2. Managed a team of 200+ FTEs
3. Strong knowledge of customer support and contact centre operations
4. Proficiency in key Operations metrics and performance management
5. Strong customer-centric approach
6. Ability to develop and implement strategies to improve customer experience
Good Have Skills :
1. Experience in Premium Customer Support programs
2. Exposure to both Voice and Chat processes
3. Strong leadership, analytical and problem-solving skills
4. Experience in process improvement and operational excellence
Roles and Responsibilities :
1. Manage and oversee daily operations of Domestic/International Premium Voice/Chat programs.
2. Ensure adherence to established processes, quality standards and operational procedures.
3. Lead and manage a large team of 200+ FTEs while driving productivity and performance.
4. Develop and implement strategies to enhance customer centricity and deliver exceptional customer service.
5. Monitor and analyse operational metrics, identify gaps and implement corrective actions.
6. Drive SLA, productivity, quality, CSAT and other key operational metrics.
7. Coach and mentor Operations Managers/Team Leaders to achieve business targets.
8. Ensure effective workforce utilization and operational efficiency.
9. Collaborate with internal stakeholders to resolve operational challenges and improve processes.
Location :
Navi Mumbai – Ghansoli
CTC Range :
Up to ₹12 LPA
Notice Period :
Immediate to 30 days preferred
Mode of Interview :
Virtual
Shift Timing :
Flexible Shift
Mode of Work :
Work from Office

About Black and White Business Solutions Private Ltd

Incorporated in 2006, Black and White Business solutions Pvt Ltd has gradually developed today into a leading provider of manpower for some of the fortune 500 companies for their junior/ middle / senior and executive requirements. At Black and White Business Solutions, our sole job is to find individuals who are driven to succeed, and match them with companies that know how to reward success.Considered one of the top recruitment firms in Bangalore.

We are the pioneer of organized recruitment services in India. Over the years we have played the role as preferred recruitment partners to multinationals and leading Indian businesses which enabled us to emerge as the leading recruitment brand nationally.

We follow 360 degree holistic view of a candidate’s qualification, experience and most important personality traits.

We boast on the fact that we and have helped careers of over thousands of professionals through our work. Devoted to both clients and candidates, we power the world of work.

Industry

HR & Recruiting

Company Size

201-500 employees

Headquarters

Bangalore, IN

Year Founded

2006

Website

blackwhite.in

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