Sr Manager Ops - Priority Centre

Tata Tele Business Services; Pune District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Tata Tele Business Services (TTBS) in India is seeking an experienced operations leader to oversee a pan-India contact center for Priority customers, focusing on strategic hands-on business transition and process simplification.

The role demands strong team leadership, workforce management, KPI/KRA ownership, and the ability to drive automation initiatives, data/voice product excellence, and customer-centric service delivery. You will mentor multi-skilled agents and ensure compliance.

Qualifications

• Minimum 10-16 years of experience in the BPO segment.
• 2 years in a Team Leader position.
• Hands on experience in workforce management, process reengineering, people handling and customer interaction.
• Strong people manager and customer focus.

Responsibilities

• Lead and manage an integrated contact center for voice and data products.
• Drive attendance, shrinkage, attrition control and floor monitoring.
• Plan day-to-day operations and ensure audits compliance.
• Motivate and develop agents; manage KPIs and KRAs.
• Handle escalations and maintain high customer focus.

Skills

Operations leadership

Team management

Performance management

Workforce management

Customer service excellence

Process improvement

Data & voice product knowledge

Escalation handling

Education

Graduate (Science/Business)

Job description

Job Description:

Job responsibility

• Must be into strategic hands on in business transition & Process Simplification.
• Automation and AI Implementation exposure will be given preference.
• Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice & Data products (including all KRAs and KPIs defined for this process) for Priority customers
• Handling of escalations on Voice & Data products
• Handling team KPIs/KRAs
• Keeping the team continually motivated in achieving the team goals
• Developing a strong bonding between the members in the team so that they can share the same collective goal
• Creating an environment of collecting, sharing and implementing of customer feedback
• Responsible for planning and execution of the day to day operational parameters of the team
• Ensure statutory compliance and compliance to all internal & external audits
• Develop high level of customer focus within the team
• Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring
• Provide effective leadership and development amongst the agents of the contact center, including ER & floor activities
• Responsible to Cultivate a strong, informed, multi skilled and well-trained team
• Implement performance management and performance review processes
• Project & Initiative Skills required

Span of control:

Geographic – Pan India

No. of reports (direct & indirect)- if any

No. of reports (direct & indirect)- if any

Key Customer

End customer, authorized signatories, clients

Internal teams

Skills

• Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring
• Customer centric and high focus on customer facing processes
• Excellent grip on high end data and voice products
• Excellent hands on experience in handling call center & complaint management operations for high end customers
• Team management skills
• Experience in handling a high potential dynamic teams

Qualification

• Graduate (Science/Business)

Overall Work Experience

• Minimum 10-16 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams
• Hands on experience in work force management, process reengineering, people handling and customer interaction

Behavioural Attributes

• Excellent people manager
• Strong customer focus
• Good analytical skills
• Strong communication and interpersonal skills
• Inclination towards innovation

Transforming Businesses through Digitalization

Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.

Our People Shape Our Journey Ahead

We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.