Operations Manager

9 hours ago

Bengaluru, Karnataka, India Cogenthub Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We are hiring a Manager Operations for a Domestic BPO Telecom Customer Service Process, responsible for managing large domestic call center operations and delivering telecom customer service performance across AHT, CSAT, NPS, FCR, and SLA metrics.

The ideal candidate must have strong experience in Domestic Telecom BPO, Inbound Customer Service, Customer Care Operations, Voice Process Management, and Call Center Operations.

Key Responsibilities

Operations Management Telecom Process

  • Manage end-to-end Domestic Telecom Customer Service Operations for inbound calls.
  • Drive AHT Management, CSAT Improvement, NPS Improvement, FCR Improvement, SLA Delivery, and Quality targets.
  • Monitor call volumes, queue management, service levels, and customer satisfaction KPIs.
  • Ensure compliance to telecom guidelines, customer handling SOPs, and call center standards.

Domestic Call Center Team Handling

  • Lead large Domestic BPO voice teams.
  • Drive performance management, coaching, mentoring, and daily huddles.
  • Implement plans to reduce attrition, absenteeism, shrinkage, and improve productivity.
  • Manage Agent Performance, Floor Management, Call Monitoring, and real-time issue resolution.

Quality & Customer Experience

  • Ensure delivery of high-quality customer service for telecom subscribers.
  • Conduct RCA, quality audits, error analysis, coaching sessions, and action plans.
  • Work with Quality & Training teams for process updates, refreshers, skill upgrades, and call quality improvements.

Client & Stakeholder Management

  • Interact with Domestic Telecom Client Stakeholders for weekly/monthly reviews.
  • Prepare operations reports, MIS dashboards, performance analysis, and business insights.
  • Implement client feedback and ensure 100% compliance across the telecom process.

Process Improvement & Business Excellence

  • Identify performance gaps and initiate process improvement, SOP updates, workflow optimization, and productivity enhancement.
  • Work with WFM for staffing, forecasting, attendance management, and occupancy optimization.
  • Drive Sales/Upsell (if applicable), Retention strategies, and customer satisfaction improvement projects.

Desired Candidate Profile (Keyword-Packed)

  • 712 years of experience in Domestic BPO, Call Center Operations, Telecom Customer Service, Voice Process Operations.
  • Minimum 3 years experience as Operations Manager in Domestic Telecom BPO.
  • Strong understanding of AHT, CSAT, NPS, FCR, SLA, Quality Scores, Telecom KPIs, Contact Center Metrics.
  • Experience handling large teams, high call volumes, real-time operations, escalations, and customer complaints.
  • Excellent communication, people management, stakeholder management, RCA, and analytical skills.
  • Must have worked in a Domestic Voice Process / Telecom Customer Support environment.

  • Engineer Network Operations Center

    2 days ago

    Bengaluru, Karnataka, India Pretium Enterprise Operations Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Position SummaryThe NOC Analyst will be responsible for monitoring and supporting a large-scale enterprise network spanning over 300 sites. This role serves as the first line of defense in identifying, responding to, and resolving network-related issues. Analysts will work in a 24/7 operations environment, ensuring high availability and performance of...

  • Manager – Third Party Risk Management

    1 week ago

    Bengaluru, Karnataka, India Cubical Operations LLP Full time ₹ 8,00,000 - ₹ 24,00,000 per year

    Job Title:Manager – Third Party Risk Management (TPRM)Location:BangaloreExperience:6+ YearsDepartment:Information Risk Management / Information SecurityAbout the Role:We are seeking an experiencedTPRM Managerto lead and enhance our Third-Party Risk Management framework. The ideal candidate will have a strong background inInformation Risk Management...

  • Engineer - Field Services

    2 weeks ago

    Bengaluru, Karnataka, India Ohmium Operations Full time ₹ 8,00,000 - ₹ 24,00,000 per year

    Installation, commissioning, and field tests of Hydrogen Generating Equipment.Work safely (outdoors) in accordance with company, governmental, and local jurisdiction standards.Shift and site operations, troubleshooting and maintenance.Execute maintenance activities in accordance with available documentation and standards.Basic knowledge to handle and utilize...

  • Revenue Manager

    3 days ago

    Bengaluru, Karnataka, India Epdpl Coliving Operations Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Role & responsibilities:Assists the Revenue Manager in achieving the overall Departmental goalsHas exposure to OTA contracting and upkeeping the property profileUnderstands the working of tools such as Channel manager, Reputation manager & Booking engineCan independently drive online sales of a new property from scratchPerforms competitive benchmark studies,...

  • Operations Manager

    7 hours ago

    Bengaluru, Karnataka, India 4a01d7eb-b774-47fa-80ac-38530abf4b54 Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    The Opportunity:RK Group in collaboration with a leading global footwear brand is setting up a new venture to run e-commerce operations for the brand. For the same, we are looking to hire an experiencedOperations Manager. The ideal candidate will work closely with the Head, Operations and will be responsible for overseeing supply chain management, logistics,...

  • Operations Manager

    4 days ago

    Bengaluru, Karnataka, India Indeanta E-Mobility Full time ₹ 2,40,000 - ₹ 4,80,000 per year

    Operations Manager – BangaloreWe are looking for a dynamic and experienced Operations Manager to join our team in Bangalore, focusing on last-mile delivery operations with electric three wheelers. This is an exciting opportunity for a strategic leader to oversee and optimize our delivery processes while ensuring exceptional client satisfaction.Key...

  • Manager Operations

    1 week ago

    Bengaluru, Karnataka, India Topline Business Support Solutions Pvt Ltd Full time ₹ 4,80,000 - ₹ 6,00,000 per year

    Experience: 5+ yearsLocation: #32/1, 1st floor, PSR Marvel, Bellary main road, Hebbal Qualification: Bachelor's Degree/ DiplomaRole DescriptionThis is a full-time on-site role as an Operations Manager located in Bangalore. The Operations Manager will be responsible for overseeing day-to-day operations, managing non-core activities, ensuring punctuality and...

  • Operations Manager

    5 days ago

    Bengaluru, Karnataka, India Breadtime Stories Full time ₹ 25,000 - ₹ 35,000 per year

    Company DescriptionBreadtime Stories is an Artisan Breads bakery based in Bangalore. We specialize in Sourdough, Baguettes, Ciabatta, Focaccia and other Artisan Breads from around the world. We are a group of passionate bakers with a simple motive to share our joy of baking with the rest of the world.Role DescriptionThis is a full-time on-site role for an...

  • Operations Manager

    7 hours ago

    Bengaluru, Karnataka, India Lelo Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    Company DescriptionWe are a housing rental marketplace.Role DescriptionThis is a full-time on-site role for an Operations Manager located in Bengaluru. The Operations Manager will oversee daily operations to ensure efficiency, implement and improve operational management processes, and coordinate between different departments. Responsibilities include...

  • Operations Manager

    2 days ago

    Bengaluru, Karnataka, India Paywize Full time ₹ 35,00,000 - ₹ 60,00,000 per year

    About PaywizePaywize is building India's first Fintech Operating System, powering businesses with secure and scalable solutions for payouts, collections, connected banking, and digital financial services. Our platforms handle high-volume, transaction-heavy systems for enterprises, banks, and startups, enabling faster growth with trust and compliance.About...