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Operations Manager @ Cyfuture

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 Operations Manager

Job Description

Urgent opening for OPS Manager - Navi Mumbai

Role & responsibilities


  • Oversee daily operations of the domestic customer service team.
  • Drive performance metrics including AHT, FCR, CSAT, and SLA adherence.
  • Monitor agent performance and provide regular coaching, feedback, and development.
  • Collaborate with clients to understand expectations, deliverables, and service improvements.
  • Prepare reports and analysis for internal stakeholders and clients.
  • Implement process improvements and support workforce management.
  • Handle escalations and ensure prompt resolution of customer concerns.
  • Work with recruitment and training teams to staff and upskill the team as needed.

Preferred candidate profile


  • Bachelor's degree or equivalent experience.
  • 5+ years of experience in BPO operations with at least 2 years in a managerial role.
  • Prior experience handling a domestic voice process is a must.
  • Strong leadership, analytical, and communication skills.
  • Proficiency in MS Excel, reporting tools, and call center software.

Interested candidates can connect me on whatsapp- 8700396*** (Atul gautam)


Note - Need immediate Joiner

Job Classification

Industry: BPM / BPO
Functional Area / Department: Customer Success, Service & Operations
Role Category: Operations
Role: Operations Manager
Employement Type: Full time

Contact Details:

Company: Cyfuture
Location(s): Mumbai

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Keyskills:   Bpo Operations Management Escalation Management Attrition Control Call Center Operations Service Delivery Management Revenue Management Process Management Process Improvement Shrinkage Control SLA Management Customer Operations

 Fraud Alert to job seekers!

₹ 4-7 Lacs P.A

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Cyfuture

CyFuture Thinking Future. Moving Ahead. CyFuture has carved a niche for itself in the burgeoning Information Technology industry. By focusing on three main pillars of performance - striving for stellar quality, fulfilling customers' desires & nurturing people's talents - we set ourselves apart ...