CSC Centre Head / Operations Manager

GEC Media Group; India; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A media organization in India is looking for an Operations Manager to oversee a team of specialists across various domains including CIO and Events, Digital and Content. The ideal candidate should have 5–7 years in BPO or similar fields, and proven experience in managing teams. Responsibilities include setting targets, maintaining operations, and ensuring service levels. Strong command of CRM systems and excellent English communication skills are essential. This role is pivotal for connecting with international clients and enhancing productivity.

Qualifications

• 5–7 years of experience in BPO, contact centre operations, or digital agency management.
• Proven experience managing a team of 8+ people in a multi‑function environment.
• Strong command of CRM systems.

Responsibilities

• Hire, onboard, and manage a team of 8–14 specialists across different functions.
• Set targets and conduct reviews with team members.
• Maintain daily reporting to HQ.

Skills

BPO and contact centre operations

Team management

CRM systems

Project management

Email marketing

VoIP telephony

AI/automation concepts

Tools

Zoho CRM

Salesforce

Job description

Responsibilities

• Hire, onboard, and manage a team of 8–14 specialists across 4 pillars: CIO & Events, Digital & Content, Operations & Finance, AI & IT.
• Set daily, weekly, and monthly targets for each team member; conduct weekly 1:1s and monthly KPI reviews.
• Maintain the daily async stand‑up reporting rhythm to Dubai HQ via Slack/Zoho Cliq.
• Own the Bhubaneswar office operations – vendor contracts, facilities, IT, compliance.
• Manage the CSC budget (INR); produce monthly cost‑vs‑budget report for Tushar.
• Ensure every GEC business unit receives its agreed service level from the CSC – CIO outreach, event pipeline, lead generation, campaign execution, MIS reporting, account management.
• Chair the weekly cross‑pillars sync; resolve resource conflicts; prioritize based on revenue impact.
• Serve as the primary escalation point for all Dubai HQ requests to the CSC team.
• Align with GECDigital for the AI agent infrastructure (N8N+ClaudeAPI); work with GECDigital to ensure all 12 agents are running, maintained, and continuously improved.
• Own all CSC SOPs – create, document, and enforce standard operating procedures for every function.
• Drive continuous improvement: identify manual processes that can be automated; champion the 10x productivity mandate.

Requirements

• 5–7 years of experience in BPO, contact centre operations, B2B marketing operations, or digital agency management.
• Proven experience managing a team of 8+ people in a multi‑function environment.
• Experience working with international clients or remote reporting to senior leadership.
• Strong command of CRM systems – Zoho CRM preferred; Salesforce acceptable.
• Excellent written and spoken English – will communicate daily with Dubai HQ leadership.
• Demonstrated experience with project management and SOP development.
• Comfortable with technology: understands email marketing, LinkedIn outreach, VoIP telephony, basic AI/automation concepts.

Preferred

• Experience in a media, events, or B2B demand generation company.
• Exposure to AI automation tools or willingness to learn rapidly.
• Prior experience setting up or scaling a new team or office from scratch.