Operations Manager – Visa / Premium Customer Experience

Job description

We are hiring an experienced Operations Manager to lead large-scale domestic/international premium customer experience operations across Voice and Chat channels. The ideal candidate should have strong BPO/Contact Center Operations experience and proven experience managing large teams Job Summary We are hiring an experienced Operations Manager to lead large-scale domestic/international premium customer experience operations across Voice and Chat channels. Key Responsibilities • Manage day-to-day operations and ensure SLA, productivity, quality and customer experience targets are achieved. • Lead a large team of 200+ FTEs through Team Leaders and support teams. • Monitor operational KPIs and identify performance gaps. • Drive productivity, process adherence and continuous improvement. • Coach Team Leaders and work with internal stakeholders to resolve operational challenges. • Prepare and review performance reports and dashboards. Requirements • 10+ years of overall experience. • Minimum 2 years of experience as an Operations Manager. • Strong BPO / Contact Center Operations experience. • Experience managing 200+ FTEs. • Experience handling Voice and/or Chat operations. • Strong leadership, analytical and stakeholder-management skills. • Graduate in any discipline. Location & Work Model Ghansoli, Navi Mumbai | On-site Compensation Up to ₹12 LPA, depending on experience and suitability. Pay: ₹1,200,000.00 per year Work Location: In person