Operation Manager / Supervisor - DRC

Axis My India; Maharashtra; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health insurance

Office-based with alternate Saturdays

Job summary

Axis My India Limited is India’s leading consumer data intelligence company, committed to enabling data-driven decision-making. It has launched the "A" App, a people empowerment platform designed to enhance the lives of a billion citizens by providing access to authentic information and practical solutions for everyday needs.

The role focuses on managing recruitment, forecasting caller requirements, training and evaluating teams, and optimizing CRM-driven processes across inbound and outbound

Qualifications

• 5–10 years of experience in a similar role.
• Experience in team management.
• Call centre / KPO / Analytics experience is required
• Regularly analyze quality data and suggest actions based on data
• Experience with survey-based processes is a plus
• Proven leadership and disciplined work culture
• Knowledge of Dialler/CRM strategies and Excel

Responsibilities

• Resources recruitment as per project requirement.
• Forecasting caller requirements for upcoming projects.
• Train and evaluate callers and other supervisors.
• Handle inbound/outbound processes.
• Knowledge of calling methodologies, productivity, training and quality.
• Ensure DRC team meets company goals and provides support for productivity.
• Flexible in working hours and weekend shifts when required.
• CRM management to support data quality and team communication.
• Understand DRC functioning to maximize quality of calls in high volume business.
• Administer discipline and ensure adherence to company rules.
• Oversee performance management processes (planning, monitoring, developing, rating, rewarding).
• Manage operating costs and resource expenses.

Skills

Team management

Call centre/KPO analytics

Quality analysis

Excel and presentation

Dialer/CRM strategies

CRM management

Forecasting

Training and evaluation

Tools

CRM software

Dialer system

Job description

Axis My India Limited is India’s leading consumer data intelligence company, committed to enabling data-driven decision-making. It has launched the "A" App, a people empowerment platform designed to enhance the lives of a billion citizens by providing access to authentic information and practical solutions for everyday needs. The app follows a PHYGITAL model, leveraging Axis My India’s vast network of 5,000+ locations across 700 districts. Powered by Google Cloud and Google Gen AI, it continuously learns and improves to deliver better user experiences. The company is spearheaded by Mr. Pradeep Gupta who is a leading name in market research and is India’s top psephologist.

Responsibilities

• Resources recruitment (Recruits, selects, hires) as per Project requirement.
• Forecasting caller requirement for the upcoming project
• Train and evaluate callers and other supervisor.
• A person who has handled inbound/ outbound processes
• Thorough knowledge of methodologies of calling, productivity, training, and quality.
• Make sure that DRC team meet company's goals and provide sufficient support to achieve wise productivity.
• Flexible in working hours (Extension of shifts as per work requirement / Weekend working if required)
• CRM Management - Will be managing systems that helps manage customer data. It supports quality management, delivers actionable insights and facilitates team communication.
• In- depth understanding of DRC functioning - Will be needed to ensure maximum yield in Quality components of the Calls in high-volume and number business
• Administrative and Discipline Management - Responsible for Proper administration of discipline results for employees in willing cooperation and observance of the rules established to achieve organizational goals.
• Performance Management - Managing all five component processes (i.e., planning, monitoring, developing, rating, rewarding) work together and support resulting in, effective employee performance management.
• Costing - Operating costs are the ongoing expenses incurred from the normal day-to-day of running a business. All operating costs that cover costs of resources and other operating expenses.

Requirements

Qualification:

• Minimum of 5-10 years of experience in a similar role.
• Must have experience in Team Management.
• Call Centre / KPO / Analytics experience is any of the roles is needed
• Regularly analyze quality data and suggest actions based on collected data.
• Preferably handled a Survey based process
• Proven leadership skills.
• Well versed with the Dialler/ CRM Strategies.
• Good knowledge of Excel and Presentation
• Candidates should be adaptive to disciplined work culture.

• Opportunity to make significant contributions for India’s foremost Consumer Data Intelligence Company.
• Competitive salary and health insurance package.
• Stay up to date on the latest industry trends and best practices.

At Axis My India, we value discipline and focus. Our team members wear brand on sleeves, adhere to a no-mobile policy during work hours, and work from our office with alternate Saturdays off. If you thrive in a structured environment and are committed to excellence.