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Common Operations Manager title, metro location, and broad BPO skillset increase candidate competition.
Strong B2C telecom/ISP support requirement limits cross-industry transferability.
Explicit 8–12 years and required telecom BPO leadership raise filtering strictness.
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Manage end-to-end B2C Technical Support operations across voice and chat channels, ensuring achievement of KPIs like CSAT, FCR, and Productivity.
Lead and develop Team Leads and mid-level managers while partnering with HR, Training, and Quality teams for performance and capability building.
Manage compliance, risk, process improvement, financial controls, and act as primary internal and external stakeholder contact.
8–12 years overall BPO/Contact Center experience, with 3–5 years in an Operations Manager or equivalent leadership role.
Strong experience managing B2C Telecom/ISP technical support operations covering voice and chat.
Graduate or Postgraduate degree preferred.
Willingness to work rotational shifts including night shifts in Hyderabad location.
Experienced leader with a proven track record of delivering operational KPIs in a high-volume B2C technical support setting.
Ability to manage multiple teams, stakeholders, and drive cross-functional collaboration for continuous process improvement.
Comfortable working flexible shift timings supporting global business needs including night shifts.