Operations Manager

2 weeks ago

Ghaziabad Greater Noida Noida, India Insight Customer Call Solutions Ltd Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role & responsibilities

Process Management & Execution

  • Oversee daily operations of the Ed-Tech voice/non-voice process within the domestic BPO setup.
  • Ensure achievement of key performance indicators (KPIs), such as AHT (Average Handling Time), FCR (First Call Resolution), CSAT (Customer Satisfaction), etc.
  • Monitor and manage inbound/outbound call traffic, query resolution, and escalations.

Team Leadership & Development

  • Lead, mentor, and manage a team of Team Leaders, Quality Analysts, and Associates (customer support executives).
  • Conduct regular coaching, feedback sessions, and performance appraisals.
  • Foster a high-performance work culture with strong employee engagement and retention.

Client & Stakeholder Management

  • Act as a liaison between clients and internal teams to ensure SLAs are met and exceeded.
  • Manage client escalations and ensure prompt resolution of issues.
  • Conduct regular business reviews with clients and internal stakeholders.

Quality & Compliance

  • Ensure adherence to quality standards, training guidelines, and compliance protocols (as per Ed-Tech industry norms).
  • Implement quality assurance mechanisms and monitor audit scores.
  • Drive continuous improvement through process audits and feedback analysis.

MIS & Reporting

  • Prepare and analyze daily/weekly/monthly operational reports.
  • Track and report on process efficiency, agent productivity, and customer experience metrics.
  • Use data insights to drive business decisions and optimize process performance.

Strategic Initiatives

  • Drive automation, CRM improvements, or AI integrations to enhance service delivery.
  • Participate in workforce planning, recruitment, and capacity management.
  • Collaborate with cross-functional teams (Product, Sales, Training) for process alignment and support.

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