Operations Manager

Genpact is a global professional services firm delivering digital transformation and business process management services to Fortune Global 500 companies. With deep domain expertise across industries and a culture of innovation, Genpact helps clients drive operational excellence and competitive advantage.

We are seeking an experienced Operations Manager to lead our customer service delivery team for a leading global client. This leadership role requires a BPO professional with strong operational expertise, team management skills, and the ability to drive service excellence while meeting stringent SLAs and quality standards.

• Manage day-to-day operations of a 120+ member customer service team handling voice and non-voice channels
• Ensure achievement of operational metrics including SLA, AHT, FCR, CSAT, and quality scores
• Drive continuous improvement initiatives, process optimization, and efficiency enhancement programs
• Monitor team performance, conduct coaching sessions, and implement training and development plans
• Manage client escalations, prepare MIS reports, and present operational reviews to stakeholders
• Lead workforce planning, scheduling, and resource allocation to meet business requirements

• Bachelor's degree in any discipline; MBA preferred
• Minimum 8 years of experience in BPO operations with at least 4 years in team management roles
• Proven track record of managing large customer service teams and delivering consistent results
• Strong understanding of contact center metrics, quality frameworks, and performance management
• Excellent leadership, communication, and stakeholder management skills
• Proficiency in workforce management tools and operational dashboards
• Ability to work in rotational shifts and manage 24x7 operations

• Competitive package between ₹13L – ₹17L per annum
• Lead operations for prestigious global clients at a Fortune 500 company
• Work with a diverse and talented team in a dynamic BPO environment
• On-site role with comprehensive leadership development programs
• Clear career progression into senior operational leadership 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.