Operations Manager - Customer Experience

Teleperformance is a global leader in digital business services, operating in 80 countries with over 420,000 employees. In India, Teleperformance delivers exceptional customer experiences for leading global brands across multiple industries through voice, chat, email, and digital channels.

We are hiring an Operations Manager to oversee customer experience operations for a premium international client. This role will manage large teams, drive operational excellence, and ensure world-class service delivery while meeting stringent SLA requirements.

• Manage day-to-day operations of a 200+ member customer support team across voice and non-voice channels
• Drive operational metrics including CSAT, NPS, AHT, FCR, and adherence to meet client SLA requirements
• Implement process improvements and best practices to enhance productivity and customer satisfaction
• Lead workforce management initiatives including scheduling, forecasting, and capacity planning
• Conduct performance reviews, coaching sessions, and capability building programs for team leaders and agents
• Collaborate with quality, training, and HR teams to maintain high service standards and employee engagement

• Bachelor's degree in Business Administration, Management, or related field; MBA is preferred
• 7+ years of experience in BPO operations with at least 3 years in operations management roles
• Proven track record of managing large teams (150+ members) and delivering operational excellence
• Strong understanding of contact center metrics, KPIs, and industry best practices
• Excellent people management and leadership skills with ability to motivate and develop teams
• Proficiency in workforce management tools, CRM systems, and reporting dashboards
• Six Sigma certification and experience with process improvement methodologies is highly desirable

• Competitive package between ₹12L – ₹17L per annum
• Opportunity to manage operations for premium global brands and make significant business impact
• Work with experienced leadership team in one of the world's largest BPO organizations
• Comprehensive learning and development programs with clear career progression paths
• Performance-based incentives and recognition programs for operational excellence

This opening is not listed on any public job portal. It is a verified internal opportunity exclusively accessible through the website careerjump.co.in and directly apply to this job role. They also have similar job openings posted daily on their website. You can also join their WhatsApp Community for daily updates on verified internal job openings.