Operations Manager only For Female

Shining Stars Institution & travels; Lucknow; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Shining Stars Institution & travels is seeking a Customer Service Operations Manager in Lucknow to lead and optimize multi-channel support, delivering high service quality and scalable operations. You will manage teams, define KPIs, and drive process improvements across voice, chat, email, and social channels.

The role requires 10–12 years of experience in customer service operations with a proven track record in BPO environments, MBA preferred, and strong leadership and communication skills.

Qualifications

• Bachelor's degree in any discipline (MBA preferred).
• 10–12 years of experience in customer service operations.
• Proven experience managing large teams in BPO/contact center environments.
• Experience handling multi-channel support operations is preferred.

Responsibilities

• Oversee daily customer service operations across voice, chat, email, and social channels.
• Ensure SLAs and productivity targets are consistently met.
• Manage workforce planning, scheduling, and capacity utilization.
• Drive performance management, coaching, and talent development.
• Monitor CSAT, NPS, FCR, AHT, and escalation metrics.

Skills

Leadership

Contact center operations

Data-driven decisions

Communication excellence

Problem solving

Education

Bachelor's degree

MBA preferred

Tools

CRM systems

WFM tools

MS Excel

Job description

Role Overview

The Customer Service Operations Manager is responsible for leading and optimizing customer service operations to ensure high service quality, efficiency, and customer satisfaction. The role manages teams, processes, performance metrics, and cross-functional coordination to deliver consistent and scalable customer support.

Key Responsibilities

Operations Management

• Oversee daily customer service operations across voice, chat, email, and social channels
• Ensure service levels, SLAs, and productivity targets are consistently met
• Manage workforce planning, scheduling, and capacity utilization

Team Leadership & Development

• Lead Team Leaders and customer service teams
• Drive performance management, coaching, and talent development
• Ensure effective onboarding and ongoing training in collaboration with L&D

Quality & Customer Experience

• Drive quality assurance frameworks and continuous improvement
• Monitor CSAT, NPS, FCR, AHT, and escalation metrics
• Analyze customer feedback and implement experience enhancement initiatives

Process Improvement & Automation

• Identify process gaps and inefficiencies and implement corrective actions
• Support automation, CRM optimization, and self-service initiatives
• Ensure SOPs are current and adhered to across teams

Stakeholder & Client Management

• Act as the primary point of contact for internal stakeholders or external clients
• Participate in business reviews, audits, and client presentations
• Manage escalations and ensure timely resolution

Reporting & Governance

• Prepare and present operational MIS, dashboards, and performance reviews
• Ensure compliance with company policies, data security, and regulatory standards
• Manage budgets, cost optimization, and resource utilization

  Key Performance Indicators (KPIs)

  • CSAT / NPS improvement
  • SLA adherence and service level achievement
  • Cost per contact and productivity metrics
  • Attrition and employee engagement
  • Reduction in repeat contacts and escalations

  Skills & Competencies

  • Strong leadership and people management skills
  • Deep understanding of contact center operations and metrics
  • Customer-centric mindset with data-driven decision-making ability
  • Excellent communication, presentation, and problem-solving skills
  • Proficiency in CRM systems, WFM tools, and MS Excel

  Qualifications & Experience

  • Graduate in any discipline (MBA preferred)
  • 10-12 years of experience in customer service operations
  • Proven experience managing large teams in BPO/contact center environments
  • Experience handling multi-channel support operations is preferred