Operations Manager

Pi Square Technologies; Hyderabad; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Pi Square Technologies is seeking an Operations Manager to oversee day-to-day service delivery across multiple lines of business in Hyderabad, ensuring efficient operations, capacity alignment, and strong customer experience. You will lead cross-functional teams, manage performance governance, and drive improvements in sales and support processes.

The role emphasizes ensuring compliance, privacy, and service quality while coordinating with supervisors, trainers, and client stakeholders to

Qualifications

• Experience managing sales, support, or contact centre operations, preferably in outsourced or IT environments.
• Strong performance management, governance, stakeholder management, and issue resolution skills.
• Ability to manage service levels, quality, customer experience, sales KPIs, staffing, and operational readiness.
• High English proficiency and strong communication skills.

Responsibilities

• Oversee delivery operations across supported lines of business and ensure resources are equipped and trained to handle customer sales contacts.
• Ensure capacity is aligned to forecast and operational requirements.
• Drive continuous improvement in sales and support processes.
• Maintain privacy, security, and compliance obligations throughout service delivery.
• Partners with supervisors, trainers, quality/sales coaches, and client stakeholders to manage performance and governance.

Skills

Sales/Support ops

Performance governance

Stakeholder management

English proficiency

Tools

CRM tools

MS Office

Job description

Role Purpose

Oversee day-to-day service delivery for one or more lines of business, ensuring operational execution, capacity alignment, customer experience, compliance, and performance outcomes are managed through supplier leadership.

Key Responsibilities

• Manage delivery operations across supported lines of business and ensure resources are equipped and trained to handle customer sales contacts.


• Ensure capacity is aligned to forecast and operational requirements.


• Drive continuous improvement in sales and support processes.


• Maintain privacy, security, and compliance obligations throughout service delivery.


• Partners with supervisors, trainers, quality/sales coaches, and client stakeholders to manage performance and governance.

Required Skills /Experience

• Experience managing sales, support, or contact center operations, preferably in outsourced or IT environments.


• Strong performance management, governance, stakeholder management, and issue resolution skills.


• Ability to manage service levels, quality, customer experience, sales KPIs, staffing, and operational readiness.


• High English proficiency and strong communication skills.

Preferred / Additional Requirements

• Experience managing multi-LOB or multilingual delivery operations.


• Familiarity with Microsoft products, sales motions, CRM/sales tools, and compliance expectations.

Indicative Success Measures

• Service level, customer satisfaction, DSAT, sales conversion, revenue, staffing adherence, training readiness, quality outcomes, and compliance performance.

Notes / Assumptions

Detailed Operations Manager profile was not provided in the source. This JD is drafted from the overall business requirements.