Manger Operations

Hiring: Manager – Operations (Uber Customer Support | Domestic Process)

Location - Lucknow

We are looking for a dynamic and experienced Manager – Operations to lead end-to-end service delivery for a Domestic BPO process. This role requires strong operational expertise, people leadership skills, and the ability to drive performance excellence while ensuring high client satisfaction.

Key Responsibilities:

- Manage daily operations and ensure SLA/KPI delivery (AHT, Quality, CSAT, Productivity). - Lead, coach, and develop Team Leaders and agents to achieve business objectives. - Handle client interactions, governance calls, and performance reviews. - Drive process improvements, RCA/CAPA initiatives, and ensure compliance adherence. - Collaborate with WFM, QA, and Training teams for seamless operational flow. - Prepare MIS reports and provide analytical insights for decision-making.

Requirements:

- Graduate with 8+ years of experience, including minimum 2 years as Manager – Operations in BPO. - Strong leadership, communication, and stakeholder management skills. - Good understanding of WFM, Quality frameworks, MIS, and process management.