Operations Manager

Job Title: Operations Manager Customer Support (US Telecom Process)

Location: Hyderabad

Compensation: Up to 14 LPA

Industry: BPO / Customer Support / Technical Support

Shift: Night Shift (US Shift Flexible)

Job Summary:

We are seeking an experienced and dynamic Operations Manager to lead and manage end-to-end operations for a US Telecom customer support program. The role involves overseeing voice and chat support teams, driving performance, ensuring client satisfaction, and delivering operational excellence.

Key Responsibilities:

• Manage day-to-day operations of voice and chat support teams for the US Telecom process
• Ensure achievement of SLAs, KPIs, and quality standards (AHT, CSAT, FCR, productivity, etc.)
• Lead, mentor, and develop Team Leaders and support staff
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency
• Monitor real-time performance and implement action plans to address gaps
• Handle client communication, reporting, and governance calls
• Identify training needs and coordinate with L&D for skill enhancement
• Ensure adherence to company policies, compliance, and process guidelines
• Manage resource planning, attrition control, and workforce optimization
• Resolve escalations and ensure timely closure of customer issues

Key Requirements:

• Experience: 812 years in BPO/Customer Support with minimum 3+ years in an Operations Manager role
• Proven experience handling US Telecom/Technical Support processes
• Strong exposure to voice and chat support operations
• Excellent leadership, stakeholder management, and decision-making skills
• Strong analytical and problem-solving abilities
• Experience in managing large teams (Team Leaders + Agents)
• Willingness to work in night shifts (US process)
• Excellent communication and client-handling skills

Preferred Qualifications:

• Graduates / Undergraduate.
• Experience in handling performance metrics and client-facing roles
• Exposure to process transitions or new launches will be an advantage

Key Competencies:

• Leadership & People Management
• Client Management
• Operational Excellence
• Data-driven Decision Making
• Communication & Presentation Skills

For more information reach out to HR - Neha

mamidineha@teleperformancedibs.com

8008325085