Senior Manager – Hair & Healthcare – Outbound Operations (WFO, Mumbai)

Leading a large-scale telecalling and chat operation demands more than management experience; it demands ownership, data fluency, and the kind of leadership that builds culture while driving outcomes. Fusion CX is hiring a Senior Manager – Outbound Operations in Mumbai to take complete charge of a large-scale customer success and telecalling function for a fast-growing direct-to-consumer health and wellness brand. If you are exploring senior manager jobs in Mumbai or operations leadership roles in Mumbai where strategic accountability, team scale, and performance ownership define the role, this opportunity is built for you.

Job Description:

About the Role

You will lead a large team of telecalling and chat agents, own end-to-end operational delivery, and drive KPI performance across CSAT, productivity, quality, and retention. The role demands a hands-on leadership style, strong analytical capability, and the ability to collaborate across technology, content, and business teams to drive both BAU operations and continuous improvement initiatives.

Key Responsibilities

Team Leadership & Operations

• Lead a large team of telecalling and chat agents across day-to-day operations.
• Lead and completely own day-to-day operations, including manpower planning, hiring, training, and culture development.
• Define roles and responsibilities of new hires, conduct interviews and assessments.
• Build a positive, motivational culture and drive outcomes.
• Ensure proper training and development of all agents.

Performance Management

• Define, monitor, and improve key KPIs for the entire team, including the number of calls, talk time, CSAT, quality of interaction, and retention percentage.
• Interpret and analyze performance data to identify opportunities for improvement in KPIs, including CSAT, productivity, and quality.
• Develop and implement strategies to enhance team performance, motivation, and overall productivity.
• Conduct performance evaluation of the team based on KPIs, share feedback, and manage appraisals.
• Identify initiatives across people, process, and technology to improve agent KPIs.

Process & Stakeholder Management

• Work with cross-functional teams to drive tech initiatives and ensure BAU operations, including resolving tech bugs.
• Manage stakeholders across the organization.
• Draft and implement policies covering attendance, KPIs, incentives, and Performance Improvement Policy.

Responsibilities may evolve based on operational requirements.

Job Requirements:

Education

• Bachelor’s degree in Engineering, Business, Marketing, Computer Science, or a related field.

Experience & Skills

• 4–5 years of experience in Customer Success Management.
• Familiarity with customer support to drive a consultative approach to customer interactions — prior experience leading large teams in a telecalling domain is a strong advantage.
• Should be highly customer support oriented — CSAT is the key metric.
• High outcome-first approach, strong ownership, and ability to drive things independently.
• Hands-on experience with leading large sales or operations teams.
• 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 such as Salesforce and Gainsight.
• Positive attitude and high willingness to learn.

Language & Communication Requirements

• Strong verbal and written communication skills in English required.

Other Requirements

• This is an onsite role.
• Work Mode: Work From Office (WFO).
• Location: Mumbai, India.

Why Join Fusion CX?

At Fusion CX Mumbai, Senior Managers operate at the intersection of people leadership, operational strategy, and cross-functional accountability — driving outcomes that shape a high-volume direct-to-consumer support operation from the ground up. You will influence team culture, own KPI delivery, and build partnerships across technology, content, and business functions within an organization that values ownership, data-driven thinking, and outcome-first leadership. For professionals seeking senior manager jobs in Mumbai or large-scale operations leadership roles in Mumbai where strategy, people, and performance converge at scale, Fusion CX offers the visibility, the accountability, and the organizational scope to define your leadership legacy. Apply now and take the next step with Fusion CX.