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Black And White Business Solutions; Navi Mumbai; On-site; INR 850,000 - 1,100,000; Full time

Job summary

Black and White Business Solutions Pvt Ltd in Navi Mumbai is seeking an experienced Operations Manager to lead large-scale customer support/contact center operations. You will oversee 100+ staff and drive performance, quality, and CX targets across domestic and international voice processes.

The role requires 10+ years in BPO/CS/Operations, with at least 2 years in an Operations Manager position on paper. It offers work-from-office and a competitive CTC of 8.5–11 LPA.

Qualifications

• Graduate in any discipline.
• 10+ years of experience in BPO, Contact Centre, Customer Service or Operations.
• Minimum 2 years of Operations Manager experience on paper.
• Experience managing a 100+ employee workforce.
• Strong experience in Inbound Voice / Customer Support Operations.
• Experience in Domestic and/or International Customer Service.
• Strong understanding of contact centre metrics and performance management.
• Excellent people management and leadership skills.
• Strong stakeholder management and communication skills.
• Good analytical and problem-solving abilities.
• Comfortable working in a target-driven, fast-paced environment.

Responsibilities

• Manage day-to-day Domestic/International Customer Support and Inbound Voice Operations.
• Lead and manage a workforce of 200+ employees through Team Leaders/Supervisors.
• Drive operational performance, customer experience and process adherence.
• Handle customer and process escalations effectively.
• Conduct performance reviews and coach Team Leaders/Managers.
• Identify operational gaps and implement corrective actions.
• Work closely with Quality, Training, WFM, HR and support functions.
• Prepare operational reports and dashboards for senior management.
• Drive process improvement and operational excellence initiatives.
• Ensure compliance with client requirements, SOPs and process guidelines.

Skills

People management

Leadership

Stakeholder management

Communication

Analytical skills

Problem solving

Education

Graduate

Job description

Job Title: Operations Manager

Location- Navi Mumbai

Experience: 10+ Years

Operations Manager Experience: Minimum 2 Years on paper

CTC: 8.5-11 LPA

Industry: BPO / Contact Centre / Customer Support

Work Mode: Work From Office

Job Summary

We are looking for an experienced Operations Manager to manage large-scale customer support/contact center operations. The candidate will be responsible for leading 100+ employees, driving operational performance, maintaining service quality, and achieving business and customer experience targets.

Key Responsibilities

• Manage day-to-day Domestic/International Customer Support and Inbound Voice Operations.
• Lead and manage a workforce of 200+ employees through Team Leaders/Supervisors.
• Drive operational performance, customer experience and process adherence.
• Handle customer and process escalations effectively.
• Conduct performance reviews and coach Team Leaders/Managers.
• Identify operational gaps and implement corrective actions.
• Work closely with Quality, Training, WFM, HR and support functions.
• Prepare operational reports and dashboards for senior management.
• Drive process improvement and operational excellence initiatives.
• Ensure compliance with client requirements, SOPs and process guidelines.

Required Skills & Experience

• Graduate in any discipline.
• 10+ years of experience in BPO, Contact Centre, Customer Service or Operations.
• Minimum 2 years of Operations Manager experience on paper.
• Experience managing a 100+ employee workforce.
• Strong experience in Inbound Voice / Customer Support Operations.
• Experience in Domestic and/or International Customer Service.
• Strong understanding of contact centre metrics and performance management.
• Excellent people management and leadership skills.
• Strong stakeholder management and communication skills.
• Good analytical and problem-solving abilities.
• Comfortable working in a target-driven, fast-paced environment.

Thanks & Regards,

Diya Birsingh

staff Analyst

Black and White Business Solutions Pvt Ltd

Bangalore,Karnataka,INDIA.

[e-mail]| www.blackwhite.in |

contact : 08067432479/ wtapp- 7204642595