Operations Manager

Foundever; Navi Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Foundever in Navi Mumbai (Airoli) is seeking a telecom center leader with 10+ years of experience to manage a large team of AMs and TLs, primarily on US shifts.

The role requires chat background, strong leadership and customer relationship skills, with experience in international chat valued. You will oversee operations, drive client strategies, and ensure service levels with a 5‑day workweek and 24x7 coverage.

Qualifications

• Total Experience - 10+ years.
• Relevant Experience - 1+ years (Manager on paper).
• Shifts - US (24x7).
• 5 days working.
• Handling AM's & TL's.
• Location: Airoli, Navi Mumbai.
• Education - College degree in Business Management/Administration or equivalent combination of education and directly related experience.
• 4 or more years of directly related experience, including 2 or more years of supervisory experience.

Responsibilities

• Manage AMs and TLs and ensure performance.
• Escalate client issues to operations management as needed.
• Coordinate with client teams to meet service levels.
• Oversee US shift operations and staffing requirements.

Skills

Chat background experience

Leadership

Customer relationship management

Verbal/written communication

Education

Any Graduate or 4 years Diploma

Business Management/Administration degree

Job description

• Candidates should be from BPO/BPM Background
• Chat background experience is required
• Telecom background experience is Preferred
• Total Experience - 10+yrs
• Relevant Experience - 1+ yrs (Manager on paper)
• Education - Any Graduate or 4 years Diploma
• Shifts - US (24x7)
• 5 days working
• Handling AM's & TL's
• Location: Airoli, Navi Mumbai
• College degree in Business Management/Administration or equivalent combination of education and directly related experience
• 4 or more years of directly related experience, including 2 or more years of supervisory experience.
• Strong leadership skills with the ability to manage large groups of people. Strong verbal/written communication and facilitation skills. Strong interpersonal skills and experience demonstrating successful customer relationship management.
• International Chat Experience; having Outbound experience will have an added advantage
• Shall operate in US shift timings, and would be required to stretch as and when required
• manager level into Telecom Domain for International contact center, US
• Appropriate communication and escalation of client issues to multiple levels of site and Operations management
• Client strategies to meet client/corporate goals and objective