Description:
Position: Operations Manager US Customer Service.
Experience: 10+ Years of US VOICE PROCESS only.
CTC: hike on last drawn salary (negotiable).
Work Location: CyberTech Campus, Thane, Maharashtra.
Job Summary:
We are seeking a seasoned Operations Manager Customer Service to lead large-scale contact center operations.
The role requires strong people leadership, service delivery excellence, and the ability to manage high-volume customer interactions while meeting quality, productivity, and customer satisfaction benchmarks.
Key Responsibilities:
- Manage end-to-end customer service operations across voice processes.
- Lead and mentor large teams (200+ FTEs) including Team Leaders, Assistant Managers, and SMEs.
- Drive key service metrics such as CSAT, NPS, AHT, FCR, productivity, and shrinkage.
- Ensure adherence to SLAs, quality standards, and compliance requirements.
- Partner with Quality, Training, WFM, and Support teams to improve agent performance and service outcomes.
- Analyze MIS, dashboards, and customer insights to identify trends and implement corrective actions.
- Own escalation management and ensure timely resolution of customer and client issues.
- Conduct regular performance reviews with internal leadership and external stakeholders.
- Drive continuous improvement initiatives, automation, and best practices across operations.
- Support transition, stabilization, and scaling of new processes.
Required Skills & Competencies:
- Strong background in customer service / contact center operations.
- Proven capability in managing large, multi-layered teams.
- Strong understanding of service metrics, workforce planning, and quality frameworks.
- Excellent stakeholder management, communication, and presentation skills.
- Ability to drive operational efficiency while maintaining customer experience.
Eligibility Criteria:
- Minimum 10+ years of experience in International Customer Service Operations.
- At least 5+ years in a people management role (Manager / Senior Manager level).
- Experience in BPO/KPO, captive, or shared services environment.
- Exposure to US BFSI, Telecom, E-commerce, or US/UK customer service processes preferred.
- Graduation mandatory; MBA preferred.
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