Operations Manager - Technical Support - Contact Centre (6-12 yrs)

Candidates who are IMMEDIATELY AVAILABLE preferred.

Candidates willing to relocate to Trivandrum are welcome to apply.

OPERATIONS MANAGER - TECHNICAL SUPPORT PROCESS (CONTACT CENTRE), TRIVANDRUM (THIRUVANANTHAPURAM), KERALA.

The Operations Manager will oversee the day-to-day operations of our client's Technical Support Process for a US-based voice process. This role requires a dynamic leader with strong experience in call centre management, technical support, team leadership, and operational efficiency. The Operations Manager will ensure exceptional service delivery, optimize resources, and drive continuous improvement through data-driven insights while maintaining customer satisfaction. The position requires rotational 24/7 shift management, and it is an in-office role based in Trivandrum.

Key Responsibilities:

Operational Leadership:

- Manage the daily operations of the technical support team, ensuring adherence to service-level agreements (SLAs), quality standards, and productivity goals.

- Monitor and analyze key performance indicators (KPIs) such as call response times, resolution rates, and customer satisfaction.

- Develop and implement policies and procedures to improve operational efficiency and customer support effectiveness.

- Pull and analyze different customer experience (CX) reports and data to identify trends, optimize operations, and enhance service quality.

Team Management:

- Lead, coach, and mentor a team of technical support supervisors and agents, fostering a culture of growth and high performance.

- Conduct regular performance reviews, set clear objectives, and provide actionable feedback to enhance team development.

- Manage staffing levels to ensure appropriate coverage across a 24/7 rotating shift pattern and optimal resource allocation.4 Customer Experience:

- Ensure exceptional customer service by maintaining high standards in technical support and consistently meeting customer satisfaction goals.

- Handle escalated customer issues promptly, providing resolutions in a professional manner.

- Gather and analyze customer feedback to continuously improve the customer experience.

Process Improvement:

- Identify opportunities to streamline processes, reduce costs, and improve service delivery using data-driven insights.

- Collaborate closely with cross-functional teams (e.g., IT, HR, and engineering) to address bug reports, resolve issues, and drive

product enhancements.

- Implement new technologies and tools to enhance support team efficiency and ensure continuous process improvements.

Budget and Resource Management:

- Manage the call center's budget, optimizing operational costs while ensuring the necessary resources to meet service demands.

- Forecast call volumes and manage resource planning to align with business objectives.

Reporting and Analytics:

- Prepare and present operational performance reports, trends, and strategic initiatives to senior leadership.

- Track and evaluate operational efficiency, agent performance, and customer satisfaction data to drive continuous improvement.

Compliance and Quality Assurance:

- Ensure compliance with internal policies, industry regulations, and legal requirements.

- Develop and enforce quality assurance processes to maintain high service standards and operational integrity.

Qualifications:

- Minimum of 5+ years of experience in call center operations, with at least 4 years managing technical support processes.

- Proven leadership and team management experience, with at least 3 years in a management role within a technical support environment.

- Experience in pulling and analyzing CX reports, with strong analytical and problem-solving skills.

- Strong understanding of call center metrics, workforce management, and service-level management.

- Familiarity with call center software and tools (e.g., CRM, ticketing systems, workforce management tools).

- Experience working with engineering teams on bug reports and development enhancements.

- Excellent communication and interpersonal skills, with the ability to lead in a high-pressure, dynamic environment.

- Willingness to work a 24/7 rotational shift.

Key Competencies:

- Leadership and Team Development

- Strong Analytical and Problem-Solving Skills

- Customer-Eccentric Approach

- Process Improvement Expertise

- Excellent Communication and Interpersonal Skills

- Results-Driven and Accountability Benefits:

- Competitive salary with performance-based incentives.

- Comprehensive health insurance and wellness programs.

- Career development opportunities with internal training programs.

- 5-day work week with rotational shifts supporting a 24/7 operation.

- Work in a vibrant office located in Technopark, Trivandrum