Operations Manager

1 day ago


Aurangabad, Maharashtra, India beBeeCustomerService Full time ₹ 18,00,000 - ₹ 24,00,000
Customer Service Operations Specialist

This is a challenging role that requires strong problem-solving skills and the ability to adapt quickly in a dynamic environment.

  • The ideal candidate will have experience managing BPO/vendor operations, driving targets, aligning processes, and acting as a first escalation point.

The key responsibilities of this role include ensuring a premium CS experience across all channels in Emerging Markets, monitoring KPIs such as NPS, AHT, case backlogs, service levels, and quality standards.

  • The successful candidate will also lead business reviews with vendors (monthly/quarterly/annual), optimize processes, implement rollouts/new functionalities across regions, manage and support budget planning & cost efficiency.

In addition, the Customer Service Operations Specialist will drive continuous improvement initiatives and hold vendors accountable, support people management by guiding vendor team structures & workload efficiency.

  • The ideal candidate will possess a Bachelor's degree in Business, Communication, or related field (or equivalent experience) and 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom.
  • Expert knowledge in Consumer Service operations, strong project management & reporting experience are also required.

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