Job Title

Position: Operations Manager – International Process Location: Mumbai Shift: 24x7 Rotational (including night shifts) Work Schedule: 5 days/week with 2 rotational week-offsRole Summary We are seeking an experienced Operations Manager to lead and optimize international process operations. The ideal candidate will demonstrate strong leadership, a customer-centric approach, and proven expertise in managing large teams within a high-performance BPO/Contact Center environment.Key Responsibilities Leadership & Team Management: Direct and mentor Team Leaders and agents to achieve operational objectives and maintain service excellence. Performance Oversight: Monitor and optimize KPIs including AHT, shrinkage, attrition, CSAT, SLAs, and overall productivity. Customer Experience: Drive superior customer satisfaction through effective service delivery and timely issue resolution. Operational Efficiency: Implement strategies to reduce attrition and shrinkage while enhancing employee engagement and retention. Compliance & Governance: Ensure adherence to organizational policies, regulatory standards, and quality benchmarks. Cross-Functional Collaboration: Partner with Workforce Management, Quality, and Training teams to streamline processes and improve outcomes. Domain Expertise: Utilize experience in Banking, Cards, and Dispute Management to handle complex customer scenarios effectively.Qualifications & Skills Minimum 8 to14+ years in BPO/Contact Center operations, with at least 5-7 years in a managerial capacity. Strong understanding of Banking, Cards, and Dispute Management processes. Exceptional verbal and written communication skills. Proven ability to manage large teams and deliver results in a 24x7 operational environment. Strong analytical and problem-solving abilities with a focus on operational excellence.