Company Overview :

TaskUs is a leading provider of outsourced digital services and next-generation customer experience to the world's most innovative companies. Operating at the intersection of AI and human intelligence, the company supports global brands across the technology, e-commerce, fintech, and travel sectors. With a massive global footprint, TaskUs is recognized for its people-first culture and its ability to scale complex operations while maintaining high-quality service standards for its partners.

Role Overview :

As an Operations Manager based in Navi Mumbai, you will be responsible for leading large-scale voice and travel operations to ensure seamless service delivery and operational excellence. You will act as the primary bridge between the client and the internal delivery teams, driving performance metrics, process improvements, and team development. This role is critical in managing high-stakes client relationships, ensuring that service level agreements are consistently met, and fostering a culture of high performance and innovation within the organization.

Key Responsibilities :

- Direct end-to-end voice operations to ensure the delivery of high-quality customer experiences that align with client expectations and business objectives.

- Manage complex travel operations workflows, identifying bottlenecks and implementing strategic solutions to optimize turnaround times and accuracy.

- Lead and mentor large, diverse teams, fostering a collaborative environment that promotes professional growth and high employee retention.

- Analyze operational data and performance metrics to provide actionable insights to stakeholders, driving continuous improvement in efficiency and cost-effectiveness.

- Collaborate with cross-functional departments to streamline processes, ensuring that operational strategies are scalable and aligned with the company's growth trajectory.

- Maintain rigorous compliance and quality standards, ensuring all operational activities adhere to industry regulations and client-specific protocols.

Required Skillset :

- Proven ability to manage large-scale BPO operations, with a deep understanding of voice-based service delivery models and contact center dynamics.

- Demonstrated expertise in overseeing travel operations, including managing complex booking systems, ticketing processes, and customer support escalations.

- Strong leadership capabilities with a track record of managing and developing large teams in a fast-paced, high-pressure environment.

- Exceptional analytical skills, with the ability to interpret complex data sets to drive strategic decision-making and operational efficiency.

- Excellent communication and stakeholder management skills, capable of building trust and maintaining transparent relationships with global clients.

- Ability to work effectively in an on-site environment in Navi Mumbai, demonstrating high adaptability to changing business requirements and operational shifts.

- Candidates must possess 8 - 15 years of relevant experience in BPO and voice operations, with a strong preference for those with a background in the travel industry.