Operations Manager - Customer Support

Genpact is a global professional services firm delivering digital transformation and business process management services to Fortune Global 500 companies. With over 100,000 employees worldwide, Genpact leverages technology, data, and analytics to drive operational excellence.

The Operations Manager will oversee customer support operations for a major global client, managing large teams and ensuring service level excellence. This role involves driving operational efficiency, team performance, quality metrics, and continuous process improvements.

• Manage end-to-end operations for customer support delivery covering 500+ seat operation
• Drive achievement of SLAs, quality metrics, CSAT scores, and operational KPIs consistently
• Lead, coach, and develop a team of 40-50 Team Leaders and 500+ customer support associates
• Implement process improvements using Lean Six Sigma methodologies to enhance efficiency
• Manage client relationships, conduct business reviews, and ensure contractual compliance
• Drive attrition management, employee engagement initiatives, and performance management

• Bachelor's degree in any discipline; MBA preferred
• Minimum 8 years in BPO/customer operations with at least 3 years in operations management role
• Proven experience managing large teams (300+ employees) in voice/non-voice processes
• Strong understanding of contact center technologies, CRM systems, and workforce management
• Excellent analytical skills with proficiency in Excel, dashboards, and reporting tools
• Outstanding communication, leadership, and stakeholder management abilities
• Six Sigma Green Belt or Black Belt certification is a plus

• Competitive package between ₹15L – ₹19L per annum
• Lead operations for marquee global clients at one of the largest BPO companies
• Comprehensive learning and development programs with international exposure
• On-site role at Genpact's modern facility in Gurugram with excellent amenities
• Clear career path to Senior Operations Manager and Delivery Head positions

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.