Operations Manager (Contact Centre)

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The Operations Manager is accountable for end-to-end performance of the assigned customer operations team. This role owns client delivery, operational excellence, people leadership, and financial outcomes, ensuring service levels are met while driving continuous improvement, employee engagement, and sustainable growth.

Takes full ownership of the aligned team’s performance and client satisfaction.

Develops strategic and tactical plans to proactively address client needs, emerging trends, and industry best practices.

Builds deep understanding of client processes and identifies opportunities for value addition.

Represents operations in client-facing forums including WBRs and MBRs.

Monitors and ensures adherence to Service Level Agreements (SLAs).

Tracks attrition, maintains Early Warning System (EWS) trackers, and conducts quarterly audits.

Partners with Workforce Management, Recruitment, and Clients on manpower planning.

Analyzes performance metrics, identifies process gaps, and collaborates with Quality and Training teams to implement corrective actions.

Acts as a subject matter expert for the process and leads resolution of internal and external escalations.

Partners with Director / Senior Director to design and implement effective incentive structures to drive performance.

Coaches and develops Team Managers, Team Leaders, Coaches, and Agents to drive performance and career growth.

Manages performance issues and partners with HR on separation cases and timely backfills.

Handles escalations related to people management, training guidelines, compliance, and complaints.

Conducts regular skip-level meetings and ensures feedback is actioned and cascaded to relevant departments.

Identifies high-potential talent and drives succession planning across all levels.

Owns performance management, compensation inputs, and rewards & recognition initiatives.

Manages operational costs while ensuring revenue targets are achieved.

Ensures optimal occupancy and utilization levels.

Oversees team budgets, engagement funds, and timely submission of billing information.

Maintains required headcount levels and buffer percentages for the process.

Delivers Customer Service Excellence

Supports Innovation & Continuous Improvement

Builds Collaborative Relationships

Coaches & Develops Others