Operations Manager E commerce

Cyberco Solutions; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Cyberco Solutions in India is seeking an experienced Operations Manager to oversee voice and non-voice customer operations for an e-commerce platform. You will manage day-to-day support, lead large teams, and monitor KPIs to ensure a seamless customer experience.

The ideal candidate has strong BPO/contact center and e-commerce experience, with proven team leadership and performance management capabilities.

Qualifications

• 5 to 8 years of experience in Operations/BPO/Contact Center/Customer Experience.
• At least 23 years of experience managing teams in an Operations Manager/Assistant Operations Manager role.
• Experience handling both Voice and Non-Voice processes.
• Experience in e-commerce, fintech, digital platforms customer support is highly preferred.

Responsibilities

• Manage end-to-end voice and non-voice customer support operations for an e-commerce platform.
• Lead and manage Team Leaders, SMEs, Quality Analysts, and Customer Support Associates.
• Monitor and drive key operational metrics such as SLA, TAT, CSAT, AHT, FCR, Quality, Productivity, and Service Levels.
• Manage customer escalations and ensure timely and effective resolution.
• Identify recurring customer issues and conduct RCA to improve processes.

Skills

Operations management

Team leadership

Voice processes

Non-voice processes

KPI management

Analytical skills

Communication

Excel

Stakeholder management

Shift management

Tools

MIS reporting

Dashboard tools

Job description

Industry: E-commerce

Process: Voice & Non-Voice Operations

Job Summary

We are looking for an experienced Operations Manager to manage voice and non-voice customer operations for an E-commerce Platform. The role involves managing day-to-day customer support operations, leading large teams, monitoring business KPIs, handling escalations, and ensuring a seamless customer experience across the e-commerce platform.

The ideal candidate should have strong experience in BPO/contact center operations, e-commerce, customer support, or digital platforms, with proven expertise in team management and operational performance.

Key Responsibilities

• Manage end-to-end voice and non-voice customer support operations for an e-commerce platform.
• Lead and manage Team Leaders, SMEs, Quality Analysts, and Customer Support Associates.
• Ensure smooth handling of customer queries.
• Monitor and drive key operational metrics such as SLA, TAT, CSAT, AHT, FCR, Quality, Productivity, and Service Levels.
• Manage customer escalations and ensure timely and effective resolution.
• Identify recurring customer issues and conduct RCA (Root Cause Analysis) to improve processes.
• Prepare and review daily/weekly/monthly MIS and operational dashboards.
• Analyze trends, identify performance gaps, and implement corrective and preventive actions.
• Drive continuous improvement initiatives to improve customer experience, productivity, and operational efficiency.
• Manage workforce performance, including attendance, shrinkage, productivity, utilization, and attrition.
• Conduct regular performance reviews and coach Team Leaders to achieve business targets.
• Work in a fast-paced environment and effectively manage high-volume customer interactions.

Required Skills & Experience

• 5 to 8 years of experience in Operations/BPO/Contact Center/Customer Experience.
• At least 23 years of experience managing teams in an Operations Manager/Assistant Operations Manager role.
• Experience handling both Voice and Non-Voice processes.
• Experience in e-commerce, fintech, digital platforms customer support is highly preferred.
• Strong knowledge of KPI, SLA, TAT, CSAT, AHT, FCR, Quality, and Productivity management.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder-management skills.
• Good knowledge of MS Excel, MIS, reporting, and dashboards.
• Experience in handling high-volume customer operations and escalations.
• Ability to work in rotational shifts.

Preferred Candidate Profile

Candidates from E-commerce, Fintech, BPO, Contact Center, Food Delivery, Quick Commerce, Marketplace, or Digital Consumer Platforms would be preferred.