Operations Manager (Voice / Chat process)

eClerx; Pune District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

eClerx is hiring for an Operations Manager (Voice / Chat) based in Pune with US shift requirements. The role demands seasoned leadership in international voice and chat operations for telecom customers, overseeing large teams and complex service lines.

The incumbent will drive provisioning, billing, and customer care initiatives, ensuring service quality and scalable delivery across Wireless, Broadband, and Fixed Line services.

Qualifications

• 12+ years of experience in BPO/Customer Operations.
• Minimum 8+ years in a leadership role managing Operations Managers and large teams.
• Strong telecom process experience is mandatory.
• Must have managed International Voice and Chat Operations supporting Telecom customers.
• Experience in handling Telecom processes such as Wireless/Mobility Support, Broadband & Fixed Line Services, Technical Support, Billing & Collections, Customer Care & Retention, Order Management & Provisioning.
• Proven experience managing teams of 100+ FTEs.

Responsibilities

• Lead international Voice and Chat Operations teams to ensure service excellence.
• Oversee wireless/mobility support, broadband and fixed line services across regions.
• Manage end-to-end order provisioning and billing processes for telecom clients.
• Drive customer care, retention initiatives and high CSAT scores.
• Scale and mentor teams of 100+ FTEs to meet business goals.

Skills

Leadership

Telecom process experience

International Voice & Chat Operations

Voice & Chat operations

Team management

BPO/Customer Operations

Wireless/Mobility support

Billing & Collections

Order provisioning

Customer care & retention

Job description

eClerx is hiring for international Voice & Chat process

Designation: Operations Manager (Voice / Chat)

Job location: Pune

Shift : US shift

Required Skills:

• 12+ years of experience in BPO/Customer Operations.
• Minimum 8+ years in a leadership role managing Operations Managers and large teams.
• Strong telecom process experience is mandatory.
• Must have managed International Voice and Chat Operations supporting Telecom customers.
• Experience in handling Telecom processes such as:
• Wireless/Mobility Support
• Broadband & Fixed Line Services
• Technical Support
• Billing & Collections
• Customer Care & Retention
• Order Management & Provisioning
• Proven experience managing teams of 100+ FTEs.