Operations Manager

Tech Mahindra; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Tech Mahindra is seeking an experienced Operations Manager to own international voice telecom operations in a 24x7 setup, ensuring SLA delivery and quality across multiple KPIs.

The role requires leading large teams, coordinating with WFM for forecasting, and driving continuous improvement through RCA and corrective actions.

Qualifications

• Minimum 8 years overall BPO experience.
• Minimum 2 years as Manager Operations.
• Mandatory experience in international voice customer support telecom process.
• Strong exposure to US / Canada telecom operations.
• Hands-on experience in SLA management, shrinkage, attrition, WFM, and escalations.
• Experience managing large team structures in a 24x7 environment.

Responsibilities

• End-to-end ownership of international voice telecom operations.
• Delivery of SLA, KPI, CSAT, AHT, FCR, NPS and contractual metrics.
• Shrinkage control through attendance governance, schedule adherence, and real-time management.
• Attrition management including RCA, retention planning, and engagement strategies.
• Coordination with WFM for forecasting, capacity planning, and staffing models.
• Handling customer & client escalations with RCA and corrective action plans.
• Driving daily huddles, weekly reviews, MBRs / QBRs.
• People management for Team Leads & Assistant Managers.
• Collaboration with QA, Training, Compliance for quality and audit readiness.
• Stakeholder and client communication for performance reviews and risk mitigation.

Skills

SLA management

Shrinkage control

Attrition management

WFM

Escalations

Team leadership

Stakeholder communication

Job description

**WE ARE HIRING FOR OPERATION MANAGER ROLE WITH OUR ORGANISATION**

Role & Responsibilities:

• End-to-end ownership of international voice telecom operations
• Delivery of SLA, KPI, CSAT, AHT, FCR, NPS and contractual metrics
• Shrinkage control through attendance governance, schedule adherence, and real-time management
• Attrition management including RCA, retention planning, and engagement strategies
• Coordination with WFM for forecasting, capacity planning, and staffing models
• Handling customer & client escalations with RCA and corrective action plans
• Driving daily huddles, weekly reviews, MBRs / QBRs
• People management for Team Leads & Assistant Managers
• Collaboration with QA, Training, Compliance for quality and audit readiness
• Stakeholder and client communication for performance reviews and risk mitigation

Requirements:

• Minimum 8 years overall BPO experience
• Minimum 2 years as Manager Operations
• Mandatory experience in international voice customer support telecom process
• Strong exposure to US / Canada telecom operations
• Hands‑on experience in SLA management, shrinkage, attrition, WFM, and escalations
• Experience managing large team structures in a 247 environment