Operations Manager

5 days ago


Hyderabad, India The Hird Full time

Hi Applicants,


Hope you are well


We are hiring for one of the leading MNC for Hyderabad location


Role: Operations Manager

Industry Type: BPO / Call Centre

Department: Customer Success, Service & Banking Operations

Employment Type: Full Time, Permanent

Role Category: Operations


Note: International Chats and Email Process experience is mandatory


Experience: Min 10 Years

Salary: Upto 15 LPA

Notice Period: 30 Days

Education: Any Graduate


Key Responsibilities:


Operations Management :

  • Monitor daily performance metrics (VoCM, Excellent, RTF, HOC, Quality, Attendance, etc.).
  • Collaborate with TLs to implement client and in-house policies.
  • Manage day-to-day operations and attend client meetings to discuss performance.
  • Present program performance to clients and escalate issues when needed.
  • Submit weekly/monthly reports to the Director of Operations.

Process Improvement :

  • Manage and minimize customer complaints.
  • Develop and implement program policies with Account Manager and Director of Operations.
  • Collaborate with TLs to create programs for associate development.
  • Recommend improvements for continuous process improvement (CPI).


Staff Management :

  • Ensure productivity standards are met daily.
  • Lead and motivate up to 10 TLs, providing coaching and feedback.
  • Conduct weekly meetings with TLs to discuss performance and share best practices.
  • Design TL development plans and succession planning.
  • Support ESAT and workplace programs and consult with Director for further decisions.


With Moderate Competency Level

  1. Communication Skills
  2. Customer Service Orientation
  3. Thriving in Change
  4. Expertise/ Analytical Skills
  5. Problem Solving
  6. Presentation Skills
  7. Training Needs Analysis
  8. Performance Management
  9. Conflict Management
  10. Planning, Organizing, Controlling

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