Operations Support Manager

11 hours ago

Mumbai, Maharashtra, India Qrata Full time ₹ 5,00,000 - ₹ 12,00,000 per year

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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