Operations Manager – Mumbai

Are you an experienced professional searching for Operations Manager roles in Mumbai? Are you an experienced leader passionate about driving customer success and managing large teams? Fusion CX is seeking a highly motivated Operations Manager to join our dynamic team in Mumbai. This role is crucial in leading and optimizing a large team of telecalling and chat agents, ensuring exceptional service delivery and operational excellence. If you are looking for exciting Ops Manager roles or rewarding customer service jobs in Mumbai, this role is perfect for you as it offers you the opportunity to work with a global CX company to boost your career. If you are someone with a proven track record of improving KPIs and driving team performance who wants to advance their careers, apply for this Ops Manager job in Mumbai!

Job Description

Key roles and responsibilities of the Operations Manager in the Mumbai team

• Lead and manage a large team of (200 +) telecalling and chat agents.
• Define, monitor, and improve key team KPIs, including call volume, talk time, CSAT, quality of interaction, and retention rates.
• Analyze performance data to identify opportunities for KPI improvement in areas such as CSAT, productivity, and quality.
• Own and lead day-to-day operations, including leading initiatives like manpower planning, hiring, training, and culture development.
• Identify initiatives (people, process, technology) to improve agent KPIs.
• Develop and implement strategies to enhance team performance, motivation, and overall productivity.
• Collaborate with cross-functional teams (tech, content) to drive tech initiatives and ensure seamless business-as-usual operations, such as resolving tech bugs and managing stakeholders across the organization.
• Draft and implement policies, including attendance, KPIs, incentives, and performance improvement.
• Plan manpower requirements, define roles and responsibilities for new hires, and conduct interviews and assessments.
• Evaluate team performance based on KPIs, share feedback, and conduct appraisals.
• Foster a positive, motivational culture and drive desired outcomes.
• Ensure comprehensive training and development for all agents.

Job Requirements

Essential qualities to excel in the role of Operations Manager in Mumbai Fusion CX:

• Bachelor’s degree in engineering, business, marketing, computer science, or a related field.
• 4-5 years of experience in Customer Success Management, with a strong focus on Customer Support to drive a consultative approach to customer interactions.
• Proven experience with leading large sales/ops teams (100+)
• Proven experience in leading large teams, particularly in the tele-calling domain, will be an additional advantage in the operations manager role.
• High customer support orientation, with a focus on CSAT as a key metric.
• Strong outcome-first approach, with the ability to drive initiatives independently.
• In-depth knowledge of performance metrics and KPIs.
• Advanced Excel skills for analyzing large data sets.
• Proven ability to work independently and meet deadlines.
• Experience with CRM tools (e.g., Salesforce, Gainsight).
• Positive attitude and a high willingness to learn.

Why Join Fusion CX in Mumbai:

At Fusion CX, we believe in nurturing talent and providing a supportive environment for growth and development. Explore the customer service jobs in Mumbai and make your next career move with us! As an Operations manager in Mumbai, you will benefit from continuous learning opportunities, a dynamic work environment, and working with a global team of professionals. Enjoy an inclusive and diverse workplace with a competitive compensation package. Work for a renowned client with a global CX company. This Operations Manager job in Mumbai offers you the opportunity to grow your career with a leading customer service player in the industry and make a real impact. You will play a key role in shaping our organization’s future success while enjoying the flexibility of rotational shifts and week offs. If you are ready for a challenging and rewarding leadership role, apply today.