Operations Manager

blackwhite; Mumbai; On-site; INR 1,080,000 - 1,320,000; Full time

Job summary

blackwhite is seeking an Operations Manager to oversee daily Domestic/International Premium Voice/Chat programs from our Navi Mumbai office. You will manage a large team (200+ FTEs), ensure adherence to processes, and drive productivity and service quality.

The role focuses on developing and implementing strategies to enhance customer experience, monitor key metrics, and collaborate with stakeholders to resolve operational challenges. Immediate to 30 days notice preferred.

Qualifications

• Experience leading large premium voice/chat programs.
• Experience managing 200+ FTEs.
• Strong knowledge of customer support and contact centre operations.
• Proficiency with operations metrics and performance management.
• Customer-centric approach to service delivery.
• Ability to develop and implement customer experience strategies.

Responsibilities

• Oversee daily operations of Domestic/International Premium Voice/Chat programs.
• Ensure adherence to processes, quality standards and procedures.
• Lead 200+ FTEs, drive productivity and performance.
• Develop strategies to enhance customer centricity and service quality.
• Monitor metrics, identify gaps and implement corrective actions.
• Coach Operations Managers/Team Leaders to meet targets.
• Ensure workforce utilization and operational efficiency.
• Collaborate with stakeholders to resolve operational challenges and improve processes.

Skills

Premium Voice/Chat

Team leadership

Contact centre ops

KPIs / metrics

Customer centricity

Strategy development

Education

Graduate

Job description

Job Title

Operations Manager

Qualification

Graduate

Relevant Experience

Overall 10+ years, including 2+ years as an Operations Manager

Must Have Skills

• Experience managing Domestic/International Premium Voice/Chat programs
• Managed a team of 200+ FTEs
• Strong knowledge of customer support and contact centre operations
• Proficiency in key Operations metrics and performance management
• Strong customer-centric approach
• Ability to develop and implement strategies to improve customer experience

Good Have Skills

• Experience in Premium Customer Support programs
• Exposure to both Voice and Chat processes
• Strong leadership, analytical and problem-solving skills
• Experience in process improvement and operational excellence

Roles and Responsibilities

• Manage and oversee daily operations of Domestic/International Premium Voice/Chat programs.
• Ensure adherence to established processes, quality standards and operational procedures.
• Lead and manage a large team of 200+ FTEs while driving productivity and performance.
• Develop and implement strategies to enhance customer centricity and deliver exceptional customer service.
• Monitor and analyse operational metrics, identify gaps and implement corrective actions.
• Drive SLA, productivity, quality, CSAT and other key operational metrics.
• Coach and mentor Operations Managers/Team Leaders to achieve business targets.
• Ensure effective workforce utilization and operational efficiency.
• Collaborate with internal stakeholders to resolve operational challenges and improve processes.

Location

Navi Mumbai – Ghansoli

CTC Range

Up to ₹12 LPA

Notice Period

Immediate to 30 days preferred

Mode of Interview

Virtual

Shift Timing

Flexible Shift

Mode of Work

Work from Office