Operations Manager

Guideline Inc; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Guideline Inc in Mumbai is seeking an experienced Operations Manager to lead and manage large-scale Domestic and International voice process operations for premium customer support programs. You will oversee 200+ FTEs, mentor Team Leaders, and drive operational excellence to achieve key KPIs while delivering superior customer experiences.

The role requires deep knowledge of contact center metrics, SLA, AHT, CSAT, and process optimization.

Qualifications

• 10+ years in the BPO/Contact Center industry
• 2+ years as an Operations Manager handling inbound voice operations
• Proven experience managing 200+ FTEs in a voice process environment
• Strong understanding of contact center KPIs and operational metrics
• Excellent leadership, people management, coaching, and stakeholder management skills
• Excellent analytical, problem-solving, presentation, and decision-making abilities
• Strong communication and client management skills in a fast-paced environment
• Proficiency in MS Excel, PowerPoint, operational reporting, and MIS dashboards

Responsibilities

• Manage end-to-end operations of Domestic/International Voice and Chat processes
• Lead and mentor a team of Team Leaders, Assistant Managers, Quality, Training, and Support functions
• Handle overall responsibility for a span of 200+ FTEs across multiple teams
• Ensure achievement of all operational KPIs including SLA, AHT, CSAT, FCR, Quality, Productivity, Occupancy, Shrinkage, Attrition, and Schedule Adherence
• Drive customer-centric initiatives to enhance customer satisfaction and improve overall service delivery
• Monitor daily operational performance and implement corrective action plans to bridge performance gaps
• Analyze operational reports, identify trends, and recommend process improvements to maximize efficiency and productivity
• Work closely with clients and internal stakeholders to ensure contractual deliverables and business objectives are consistently achieved
• Conduct regular business reviews, performance reviews, and operational governance meetings with internal and external stakeholders
• Develop action plans for improving quality, customer experience, and operational efficiency
• Ensure effective workforce planning in coordination with Workforce Management (WFM), Quality, and Training teams
• Drive employee engagement initiatives to improve team motivation, retention, and overall performance
• Handle escalations proactively and ensure timely resolution of customer and client issues
• Maintain compliance with organizational policies, client requirements, and regulatory guidelines
• Prepare and present operational dashboards, MIS reports, and business insights to senior leadership
• Identify automation and process optimization opportunities to improve operational effectiveness and reduce costs
• Foster a culture of accountability, continuous learning, and high performance across the operations team

Skills

Leadership

Stakeholder management

Analytical

MS Excel

PowerPoint

MIS dashboards

Operational reporting

Customer experience

Quality management

SLA management

Tools

MS Excel

PowerPoint

Job description

We are looking for an experienced Operations Manager to lead and manage high-performing Voice Process operations for Domestic/International premium customer support programs. The ideal candidate should have a strong background in managing large-scale contact center operations, driving operational excellence, improving customer experience, and achieving business KPIs while leading teams of 200+ FTEs.

Key Responsibilities

• Manage the end-to-end operations of Domestic/International Voice and Chat processes.
• Lead and mentor a team of Team Leaders, Assistant Managers, Quality, Training, and Support functions to achieve operational excellence.
• Handle overall responsibility for a span of 200+ FTEs across multiple teams.
• Ensure achievement of all operational KPIs including SLA, AHT, CSAT, FCR, Quality, Productivity, Occupancy, Shrinkage, Attrition, and Schedule Adherence.
• Drive customer-centric initiatives to enhance customer satisfaction and improve overall service delivery.
• Monitor daily operational performance and implement corrective action plans to bridge performance gaps.
• Analyze operational reports, identify trends, and recommend process improvements to maximize efficiency and productivity.
• Work closely with clients and internal stakeholders to ensure contractual deliverables and business objectives are consistently achieved.
• Conduct regular business reviews, performance reviews, and operational governance meetings with internal and external stakeholders.
• Develop action plans for improving quality, customer experience, and operational efficiency.
• Ensure effective workforce planning in coordination with Workforce Management (WFM), Quality, and Training teams.
• Drive employee engagement initiatives to improve team motivation, retention, and overall performance.
• Handle escalations proactively and ensure timely resolution of customer and client issues.
• Maintain compliance with organizational policies, client requirements, and regulatory guidelines.
• Prepare and present operational dashboards, MIS reports, and business insights to senior leadership.
• Identify automation and process optimization opportunities to improve operational effectiveness and reduce costs.
• Foster a culture of accountability, continuous learning, and high performance across the operations team.

Desired Candidate Profile

• Overall 10+ years of experience in the BPO/Contact Center industry.
• Minimum 2+ years of experience as an Operations Manager handling Inbound Voice/Contact Centre operations.
• Proven experience managing 200+ FTEs in a Voice Process environment.
• Strong understanding of Contact Center KPIs and operational metrics.
• Excellent knowledge of SLA management, customer experience, quality management, workforce planning, and productivity improvement.
• Strong leadership, people management, coaching, and stakeholder management skills.
• Excellent analytical, problem-solving, presentation, and decision-making abilities.
• Strong communication and client management skills with the ability to work in a fast-paced environment.
• Proficiency in MS Excel, PowerPoint, operational reporting, and MIS dashboards.