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Well-known international brand, metro location and generalist operations role increase applicant competition.
Operations and contact-centre expertise transfers across sectors, but exam-specific compliance raises domain sensitivity.
Mandatory 7+ years experience, 4+ people-management and compliance requirements make filters stringent.
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Lead and manage end-to-end service delivery operations ensuring scalability, efficiency, and alignment with agreed standards.
Define and optimize service delivery frameworks including staffing, scheduling, and occupancy management while maintaining high-quality customer interactions.
Own governance, reporting, risk mitigation, business continuity, people management, quality management, and information security compliance.
Bachelor’s degree required.
Minimum 7 years experience in contact centre or back-end operations delivering services.
At least 4 years of people management experience.
Work schedule includes 24/7 onsite rotating shifts with no hybrid option; natural right to work in India is mandatory.
Experienced operations manager with proven capability in service delivery frameworks and contact centre environments.
Strong analytical skills and detail orientation with advanced Excel and IT proficiency.
Able to manage complex stakeholder communication and lead continuous improvement in a 24/7 onsite shift-based environment.