Walk In Drive on 5th Nov @Noida | Operations Manager

TELUS Digital; Dadri; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Competitive salary

Opportunities for professional growth

Dynamic and supportive work enviroment

Job summary

TELUS Digital is hiring an Operations Manager for our Noida site. The role focuses on leading team leaders, overseeing daily customer support operations, and driving service quality to ensure high customer satisfaction.

You will implement process improvements, monitor KPIs, and collaborate with other departments to align support with company operations. A background in ISP services and strong leadership are essential.

Qualifications

• Bachelor’s degree in Business Administration, IT, or related field.
• Minimum 1.5 years of experience in customer service management, preferably in ISP operations.
• Proven leadership and team coaching abilities.
• Strong problem-solving and analytical skills.
• Experience with support management software.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead and mentor Team Leaders / Senior Team Leads, driving performance and development.
• Oversee daily operations and ensure timely resolution of customer issues.
• Maintain high customer satisfaction by upholding service quality and addressing escalations.
• Identify and lead process improvements to streamline support workflows.
• Prepare and present reports on performance metrics and customer feedback.
• Manage staffing and resources to cover peak periods and workload.
• Ensure compliance with company policies and quality standards.

Skills

Leadership

People management

Problem solving

Communication

Analytical skills

ISP knowledge

Support management software

Education

Bachelor’s degree in Business Administration or IT

Tools

CRM software

Ticketing system

Job description

Walk In Drive on 5th Nov @Noida | Operations Manager

Ref Number: ReqEG-706

Country: India

Primary Location: Noida

Time Type: Full time

Workstyle: Onsite

Category: Customer Experience (CX)

Job posted by

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

Walk In Date- 5th Nov 2026 (Thu)

Walk In Time- 1.00 PM-5.00PM

Venue- TELUS Digital, Tower-6, UG Floor, Candor Techspace, Sector-135 Noida UP 201304

Team Management

• Supervise, mentor, and provide leadership to Team Leaders / Senior Team Leads..
• Develop and implement training programs to enhance team skills and performance.
• Conduct regular performance reviews and provide feedback to team members.

Operational Oversight

• Oversee daily operations, ensuring timely and effective resolution of customer issues.
• Develop and implement standard operating procedures to streamline processes and improve efficiency.
• Monitor and analyze support metrics and KPIs to identify areas for improvement.

Customer Experience

• Ensure high levels of customer satisfaction by maintaining service quality and addressing escalated issues.
• Implement and maintain processes for capturing and acting on customer feedback.

Process Improvement

• Identify opportunities for process enhancements and lead initiatives to optimize support workflows.
• Collaborate with other departments to integrate support processes with overall company operations.

Reporting and Analysis

• Prepare and present reports on support operations, including performance metrics, customer feedback, and issue resolution trends.
• Use data analysis to drive decision-making and strategic planning.

Resource Management

• Manage staffing levels to ensure adequate coverage and handle peak periods effectively.
• Oversee the allocation of resources and equipment necessary for the support team.

Compliance and Quality Assurance

• Ensure adherence to company policies, industry regulations, and best practices.
• Conduct regular audits of support activities and quality assurance reviews to maintain high standards.

Qualifications

• Bachelor’s degree in Business Administration, Information Technology, or a related field; or equivalentexperience.
• Proven experience (1.5 years) in customer service management, with a focus on ISP as an Operations Manager. {Mandatory}
• Strong leadership and team management skills, with experience in coaching and developing staff.
• Excellent problem-solving and analytical abilities.
• Proficiency in support management software and tools.
• Exceptional communication and interpersonal skills.
• Ability to work in a fast-paced environment and handle multiple priorities effectively.
• Knowledge of internet infrastructure, ISP Sales, FCR and Customer Satisfaction.

What We Offer

• Competitive salary.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.