Operations Support Manager
3 days ago
Designation
- Support Operations Lead
Location:
[ Mumbai / Bangalore / On-site]
Experience:
5+ years
Function:
Operations / Customer Support
Industry:
Insurance | Fintech | Consumer Services
About the Role
We are looking for a
Support Operations Lead
to manage our customer support operations across multiple channels. The ideal candidate will drive service excellence, ensure SLA compliance, manage vendor teams, and build scalable processes to deliver an exceptional customer experience.
Key Responsibilities
- Lead the
support and calling team
, managing rosters, QA checks, and daily performance reviews. - Drive
SLA adherence
by tracking response, resolution, and escalation metrics. - Manage
BPO/vendor governance
– monitor arrival %, FCR, CSAT, and AHT to ensure quality standards. - Define and document
SOPs
for claims, service requests, endorsements, and cancellations. - Oversee
CRM/helpdesk configuration
(Zendesk, Freshdesk, or similar) including ticket routing, automation rules, and reporting dashboards. - Build and maintain
training materials, scripts, and templates
in multiple languages. - Identify and implement
automation and process improvement
opportunities to increase efficiency. - Ensure
compliance with data privacy
and regulatory standards.
Must-Have Skills
- 5+ years in
support/contact center operations
(voice-led environment). - Experience managing
BPO or vendor teams
with measurable outcomes. - Strong command of
CRM/helpdesk tools
, telephony/IVR, and Excel (pivot, VLOOKUP, reporting). - Fluency in
English and Hindi
(additional regional languages a plus). - Strong analytical, documentation, and process-thinking abilities.
- Exposure to
insurance, fintech, or consumer tech
preferred.
You're a Great Fit If You:
- Have a
data-driven, systems-oriented mindset
. - Thrive in
fast-paced operational environments
. - Can translate business challenges into efficient support workflows.
- Are proactive in identifying issues and improving the customer experience.
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