Operations Manager

Job Title: Operations Manager – Customer Support (US Telecom Process) Location: Hyderabad Compensation: Up to ₹14 LPA Industry: BPO / Customer Support / Technical Support Shift: Night Shift (US Shift – Flexible) Job Summary: We are seeking an experienced and dynamic Operations Manager to lead and manage end-to-end operations for a US Telecom customer support program. The role involves overseeing voice and chat support teams, driving performance, ensuring client satisfaction, and delivering operational excellence. Key Responsibilities: Manage day-to-day operations of voice and chat support teams for the US Telecom process Ensure achievement of SLAs, KPIs, and quality standards (AHT, CSAT, FCR, productivity, etc.) Lead, mentor, and develop Team Leaders and support staff Drive continuous improvement initiatives to enhance customer experience and operational efficiency Monitor real-time performance and implement action plans to address gaps Handle client communication , reporting, and governance calls Identify training needs and coordinate with L&D for skill enhancement Ensure adherence to company policies, compliance, and process guidelines Manage resource planning, attrition control, and workforce optimization Resolve escalations and ensure timely closure of customer issues Key Requirements: Experience: 8–12 years in BPO/Customer Support with minimum 3+ years in an Operations Manager role Proven experience handling US Telecom/Technical Support processes Strong exposure to voice and chat support operations Excellent leadership, stakeholder management, and decision-making skills Strong analytical and problem-solving abilities Experience in managing large teams (Team Leaders + Agents) Willingness to work in night shifts (US process) Excellent communication and client-handling skills Preferred Qualifications: Graduates / Undergraduate.

Experience in handling performance metrics and client-facing roles Exposure to process transitions or new launches will be an advantage Key Competencies: Leadership & People Management Client Management Operational Excellence Data-driven Decision Making Communication & Presentation Skills For more information reach out to HR - Neha [email protected] 8008325085