Operations Manager

Hyrix; Mumbai; On-site; INR 1,000,000 - 1,200,000; Full time

Job summary

Hyrix in Navi Mumbai seeks an experienced Operations Manager to lead large-scale Voice Process operations for domestic and international programs. The role drives KPI achievement, coaching of leaders, and cross-functional collaboration to deliver exceptional customer experiences.

The ideal candidate will manage 200+ FTEs, oversee end-to-end processes, and implement improvements across SLA, AHT, CSAT, and quality metrics while coordinating with clients and internal teams.

Qualifications

• Over 10 years of experience in BPO/contact center operations.
• At least 2 years in a managerial operations role.
• Experience handling 200+ FTEs in voice processes.
• Strong knowledge of SLA, CSAT, AHT, FCR and productivity metrics.
• Excellent leadership, coaching and stakeholder management.

Responsibilities

• Direct end-to-end operations for domestic and international voice and chat.
• Lead teams of Team Leaders, AMs, QA, Training and support functions.
• Maintain KPI targets including SLA, AHT, CSAT and FCR.
• Drive process improvements and cost optimization.
• Collaborate with clients and internal stakeholders on objectives.
• Prepare dashboards, MIS reports and governance reviews.
• Plan workforce with WFM and training teams.
• Handle escalations and ensure timely resolutions.

Skills

Operations management

Inbound process management

People management

Stakeholder management

MS Excel

Tools

MS Excel

PowerPoint

MIS dashboards

Job description

# Operations ManagerLocation:Navi MumbaiIndustry:BPM / BPOPosted:16/7/2026Full TimeCustomer Success, Service & Operations - Service Manageroperations managerinbound process managermanager## Job DescriptionWe 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 Responsibilities1. Manage the end-to-end operations of Domestic/International Voice and Chat processes.2. Lead and mentor a team of Team Leaders, Assistant Managers, Quality, Training, and Support functions to achieve operational excellence.3. Handle overall responsibility for a span of **200+ FTEs** across multiple teams.4. Ensure achievement of all operational KPIs including SLA, AHT, CSAT, FCR, Quality, Productivity, Occupancy, Shrinkage, Attrition, and Schedule Adherence.5. Drive customer-centric initiatives to enhance customer satisfaction and improve overall service delivery.6. Monitor daily operational performance and implement corrective action plans to bridge performance gaps.7. Analyze operational reports, identify trends, and recommend process improvements to maximize efficiency and productivity.8. Work closely with clients and internal stakeholders to ensure contractual deliverables and business objectives are consistently achieved.9. Conduct regular business reviews, performance reviews, and operational governance meetings with internal and external stakeholders.10. Develop action plans for improving quality, customer experience, and operational efficiency.11. Ensure effective workforce planning in coordination with Workforce Management (WFM), Quality, and Training teams.12. Drive employee engagement initiatives to improve team motivation, retention, and overall performance.13. Handle escalations proactively and ensure timely resolution of customer and client issues.14. Maintain compliance with organizational policies, client requirements, and regulatory guidelines.15. Prepare and present operational dashboards, MIS reports, and business insights to senior leadership.16. Identify automation and process optimization opportunities to improve operational effectiveness and reduce costs.17. Foster a culture of accountability, continuous learning, and high performance across the operations team.## Desired Candidate Profile1. Overall **10+ years of experience** in the BPO/Contact Center industry.2. Minimum **2+ years of experience as an Operations Manager** handling Inbound Voice/Contact Centre operations.3. Proven experience managing **200+ FTEs** in a Voice Process environment.4. Strong understanding of Contact Center KPIs and operational metrics.5. Excellent knowledge of SLA management, customer experience, quality management, workforce planning, and productivity improvement.6. Strong leadership, people management, coaching, and stakeholder management skills.7. Excellent analytical, problem-solving, presentation, and decision-making abilities.8. Strong communication and client management skills with the ability to work in a fast-paced environment.9. Proficiency in MS Excel, PowerPoint, operational reporting, and MIS dashboards.## Apply for this positionApply NowShare on LinkedInShare LinkExperience10-15 yearsSalary Range₹10,00,000 - ₹12,00,000 / yearlyJob TypeFull Time## Required Skillsoperations managerinbound process managermanager