Opportunity Description
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 gove...