Manager- Operations (Call Center)

Ferns N Petals; Gurugram District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Ferns N Petals in Gurugram, Haryana, invites an experienced Manager Operations to lead our in-house captive contact centre. You will oversee daily performance across voice, email, chat, and other channels, ensuring quick issue resolution and delightful customer experiences.

You will coach team leaders and executives, monitor KPIs, implement process improvements, and partner with E-commerce, Logistics, and Finance to support peak seasons.

Qualifications

• Bachelor's in Business Administration or related field and MBA preferred.
• Proven experience in managing in-house captive contact centres.
• Strong analytical and reporting capabilities with MS Excel and MIS.
• Experience across voice, email and chat channels in high-volume settings.

Responsibilities

• Operations Management: Oversee day-to-day contact centre operations across channels, ensuring timely resolution of queries.
• Team Leadership: Develop team leaders, supervisors, and support executives for productivity and engagement.
• Performance & MIS: Track SLA, AHT, CSAT, quality scores and dashboards; implement corrective actions.
• Customer Experience: Maintain high satisfaction, manage escalations, and address recurring issues.
• Process Improvement & Cost Optimization: Drive efficiency, workforce planning, automation, and cost per contact.
• Cross-Functional Coordination: Collaborate with E-commerce, Logistics, Order Management, and Finance.

Skills

Analytical skills

Stakeholder management

Communication skills

Excel

Education

Bachelor's in Business Administration

MBA

Tools

CRM systems

Excel

BI dashboards

Job description

We are looking for a results-driven Manager Operations to lead our in-house captive contact centre operations. The role will be responsible for managing day-to-day contact centre performance, ensuring excellent customer experience, driving operational efficiency, and maintaining high service standards across customer interactions.

The ideal candidate should have hands-on experience in managing inbound and outbound customer support operations, leading team leaders and customer service executives, monitoring key performance indicators (KPIs), and implementing process improvements in a high-volume, customer-centric environment, preferably within e-commerce, D2C, retail, or consumer businesses.

Role & responsibilities

• Operations Management: Manage day-to-day contact centre operations across voice, email, chat, and other channels, ensuring timely resolution of customer queries and escalations.
• Team Leadership: Lead and develop team leaders, supervisors, and support executives, driving productivity, training, employee engagement, and performance improvement.
• Performance & MIS: Track key metrics such as SLA, AHT, FCR, CSAT, quality scores, and productivity. Prepare dashboards and implement corrective actions.
• Customer Experience: Ensure high customer satisfaction, manage critical escalations, and identify recurring customer issues to improve service quality.
• Process Improvement & Cost Optimization: Improve operational efficiency, workforce planning, resource utilization, automation, and cost per contact.
• Cross-Functional Coordination: Collaborate with E-commerce, Logistics, Order Management, Warehouse, Finance, and Technology teams to resolve customer issues and support peak-season requirements.
• Quality & Compliance: Ensure adherence to SOPs, quality standards, data privacy policies, and operational governance requirements.

Preferred candidate profile

• Bachelor's degree in Business Administration, Operations, Management, or a related discipline.
• An MBA or relevant postgraduate qualification would be an advantage.
• 5-8 years of experience in contact centre, customer service, or customer experience operations, with at least 2-3 years in a managerial or team leadership capacity.
• Proven experience managing an in-house captive contact centre or large-scale customer support operations.
• Experience handling high-volume customer interactions across multiple channels.
• Strong understanding of contact centre metrics, workforce planning, quality management, and performance monitoring.
• Experience in e-commerce, D2C, retail, consumer internet, or other customer-centric businesses will be preferred.
• Demonstrated ability to manage teams, improve operational KPIs, and drive customer satisfaction.
• Strong analytical, problem-solving, stakeholder management, and communication skills.
• Proficiency in Excel, MIS reporting, dashboards, and contact centre CRM or telephony platforms.