Lead Operations Manager for Customer Care Call Center

1 day ago


India Firstsource Full time

Firstsource, a leading provider of Business Process Management (BPM) services, is seeking a dynamic and experienced Assistant Operations Manager to lead and enhance operations in our Customer Care Call Center specializing in the automobile industry.

The ideal candidate will oversee daily operations, optimize customer interactions, and ensure service excellence by leveraging best practices and team collaboration.

We are looking for an exceptional leader who can supervise, mentor, and motivate a team of customer care executives. The selected candidate will conduct performance evaluations and provide ongoing training to enhance team skills and knowledge.

A strong understanding of operational efficiency, customer experience enhancement, reporting, analysis, process improvement, compliance, and finance is essential for this role.

The successful candidate will be responsible for monitoring daily call center operations to ensure adherence to key performance indicators (KPIs) like first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT).

An estimated salary for this position in Hyderabad, India, is ₹ 1,200,000 - ₹ 1,800,000 per annum, depending on experience.

This role requires excellent leadership, communication, and analytical skills. A graduation degree is mandatory.

To be successful in this role, you should have at least 5 years of experience as Team handling and 2 years as Assistant Manager -Ops for voice process.



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