Operations Manager – Collections Process – Mohali, India
Fusion CX is hiring an experienced Operations Manager – Collections Process in Mohali for a high-impact leadership role within a fast-paced customer operations environment. If you are searching for jobs in Mohali, Operations Manager jobs in Mohali, or BPO manager jobs in Mohali, this opportunity offers the chance to lead large operational teams, improve performance metrics, and drive service excellence. This role is ideal for professionals with strong people management, operational leadership, and customer handling experience who can manage productivity, engagement, compliance, and customer experience in a target-driven environment. You will play a critical role in team performance, operational efficiency, and day-to-day service delivery.
Job Description:
About the Role
As an Operations Manager, you will oversee daily operations for a collections-focused customer support process while leading teams to achieve performance, quality, and productivity goals. You will collaborate closely with team leaders, quality teams, and support functions to maintain operational stability, improve customer experience, and drive business outcomes.
Key Responsibilities
- Manage day-to-day operational performance across customer support and collections teams
- Lead, motivate, and support teams to consistently achieve productivity and service targets
- Monitor absenteeism, attrition, and team engagement metrics and implement improvement initiatives
- Prepare team schedules and ensure attendance adherence and workforce discipline
- Ensure compliance with login, logout, and scheduled break processes
- Conduct call monitoring, coaching sessions, and structured feedback discussions to improve performance
- Support agents in resolving customer concerns and escalated issues effectively
- Act as a point of contact for customer escalations, complaints, and operational concerns
- Drive achievement of KPIs related to productivity, customer experience, quality, and operational efficiency
- Ensure all company policies, procedures, and compliance requirements are implemented consistently
- Collaborate with internal stakeholders to improve service delivery and operational workflows
Job Requirements:
Qualifications:
- Graduation in any discipline
- Prior experience in Operations Management, Team Handling, or Customer Operations leadership preferred
- Strong understanding of collections operations, customer experience, and performance management
- Excellent leadership, communication, and people management skills
- Ability to motivate and coach teams in a target-driven environment
- Strong problem-solving, analytical, and decision-making abilities
- Ability to manage absenteeism, attrition, and operational KPIs effectively
- Experience in call monitoring, coaching, and customer escalation handling preferred
- Ability to work in a fast-paced operational setup with multiple priorities
Why Join Fusion CX?
Lead high-performing teams, drive operational excellence, and grow your leadership career in a dynamic customer operations environment.
- Work in a fast-growing Operations Manager job in Mohali with strong leadership exposure
- Gain hands-on experience managing customer operations, collections processes, and team performance
- Collaborate with quality, workforce, and leadership teams on operational improvement initiatives
- Be part of a performance-driven workplace focused on growth, accountability, and customer experience
- Develop expertise in operations management, people leadership, and service delivery
- Explore long-term career opportunities within operations and business leadership roles
This job vacancy in Mohali is ideal for candidates searching for Operations Manager jobs in Mohali, BPO operations jobs in Mohali, collections manager jobs in Mohali, or customer operations leadership roles. If you are passionate about team leadership, operational performance, and customer experience, this role offers the right platform to grow your career.