Contact Center Operations Manager

6 days ago

Gurugram Gurugram India noon Full time

Job Description

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle Eastfast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for a Contact Center Operations Manager who can help us move even faster.

noon's mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

This role is responsible for the daily management and continuous improvement of a high-volume voice- and multi-channel customer support team. This role is accountable for driving team performance, meeting critical service delivery targets, and ensuring a high-quality customer experience while managing operational costs and efficiency.

What you'll do:

- Manage 24x7 support operations across Email, Chat, and other digital channels.
- Drive adherence to SLAs and KPIs: CSAT, FRT, AHT, backlog, repeat contact rate, quality, and productivity.
- Ensure high-quality, empathetic, and timely customer interactions.
- Conduct audits, monitor CSAT feedback, and manage critical escalations.
- Partner with QA & Training teams for performance calibration and agent upskilling
- Identify and implement automation and self-serve opportunities (AI bots, templates, macros) to drive efficiency.
- Regularly review agent and team performance using performance management tools; identify development areas.
- Monitor interaction quality through random audits, CSAT surveys, and direct customer callbacks
- Establish and maintain SOPs and knowledge bases for process standardization.
- Ensure timely hiring, onboarding, and ramp-up of agents and team leads.
- Ensure workforce management adherencemanpower rostering, shift planning, breaks, and leave planning..
- Deliver reports and insights (daily/weekly/monthly) to CS leadership with recommendations for process improvements.
- Represent Voice of Customer (VoC) to drive cross-functional CX improvements.
- Drive team engagement through R&R programs and regular skip-level connect.

What you'll need:

- 6-8 years of hands-on experience in BPO/Contact Center operations, preferably in e-commerce or telecom companies.
- Proven track record in managing high-volume, multi-channel support operations.
- Experience with tools like Zoho, Freshdesk (CRM), QA and analytics etc
- Solid skills in MIS reporting, SLA governance, and process compliance
- Excellent English communication (both written, oral) and stakeholder management skills.
- Strong analytical and crisis management capabilities.
- Ability to work collaboratively in a fast-paced, dynamic environment.

Who will excel

- We're looking for people with high standards, who understand that hard work matters.
- You need to be relentlessly resourceful and operate with a deep bias for action.
- We need people with the courage to be fiercely original.
- noon is not for everyone; readiness to adapt, pivot, and learn is essential.

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