Operations Manager - Call Center - Customer Support - BPO Sector

Role summary

The Call Center Operations Manager leads daily contact center operations, people retention and ensures customers receive timely, helpful and consistent service. This role manages team performance, staffing, service quality and operational processes while working with other departments to resolve issues and improve the customer experience.

Key responsibilities

• Oversee daily call center operations, including staffing, schedules, workload, and service coverage.
• Lead and support supervisors and agents through coaching, performance reviews, and professional development.
• Set team goals and monitor key measures such as service levels, response times, quality, customer satisfaction and productivity.
• Review reports and customer feedback to identify trends, address performance gaps, and improve processes.
• Manage escalated customer concerns and help the team resolve complex or recurring issues.
• Maintain clear procedures and ensure operations follow company policies and relevant service standards.
• Partner with other departments to share customer insights and coordinate solutions.
• Support the rollout of new tools, training, and process changes.
• Own employee retention and satisfaction.

Qualifications

• Minimum 4 - 5 years of experience in a similar role.
• Proven experience managing a call center, contact center or large customer service team.
• Strong people leadership skills, with experience coaching managers or frontline staff.
• Ability to interpret performance data and turn findings into practical improvements.
• Excellent communication, organization, and problem-solving skills.
• Familiarity with call center software, workforce management tools, and quality monitoring.
• Ability to manage competing priorities in a fast-paced environment.
• Must be available to start immediately.

Pay

₹60,000.00 - ₹90,000.00 per month

Benefits

• Health insurance

Ability to commute/relocate

• Ahmedabad, Gujarat 380054: Reliably commute or planning to relocate before starting work (Required)

Experience

• Operations Mager: 4 years (Required)

Language

• English (Required)

Work Location

In person