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Operations Manager - Customer Service

Fresher   All India, Gurugram   02 Jun, 2026
Bridgexcel
Job LocationAll India, Gurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    As an experienced Operations Manager, your primary responsibility will be to lead contact centre operations and ensure high-quality customer experience across voice, email, and chat channels. You will be managing team performance, driving operational efficiency, and improving customer satisfaction.Key Responsibilities:- Manage day-to-day contact centre operations- Ensure SLA, KPI, and quality adherence- Handle workforce planning including forecasting, scheduling, and RTA- Lead, coach, and develop Team Managers & agents- Drive performance improvement and customer satisfaction- Monitor dashboards and resolve service issues- Identify process improvement opportunities- Collaborate with cross-functional teamsQualifications Required:- Experience in Customer Experience / Contact Centre Operations- Strong team management and leadership skills- Experience with SLA/KPI management and WFM- Good analytical, communication, and problem-solving skills- Ability to work in a fast-paced environment As an experienced Operations Manager, your primary responsibility will be to lead contact centre operations and ensure high-quality customer experience across voice, email, and chat channels. You will be managing team performance, driving operational efficiency, and improving customer satisfaction.Key Responsibilities:- Manage day-to-day contact centre operations- Ensure SLA, KPI, and quality adherence- Handle workforce planning including forecasting, scheduling, and RTA- Lead, coach, and develop Team Managers & agents- Drive performance improvement and customer satisfaction- Monitor dashboards and resolve service issues- Identify process improvement opportunities- Collaborate with cross-functional teamsQualifications Required:- Experience in Customer Experience / Contact Centre Operations- Strong team management and leadership skills- Experience with SLA/KPI management and WFM- Good analytical, communication, and problem-solving skills- Ability to work in a fast-paced environment

Keyskills :
Customer ExperienceTeam ManagementLeadershipWFMAnalytical SkillsCommunication SkillsContact Centre OperationsSLAKPI Management

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