Operations Manager - Thane & Ghansoli

About Teleperformance

Teleperformance (TP) is a global leader in digital business services headquartered in France, delivering customer experience management, BPO, and tech-driven solutions such as AI and data analytics to international clients. It blends human empathy with advanced technology, offering comprehensive customer support across voice, chat, and back-office functions. TP serves diverse sectors including telecommunications, retail, BFSI, and travel, operating extensively across multiple countries and languages. The company values respect, professionalism, inclusivity, and innovation, emphasizing responsible business practices and leveraging AI to support workforce efficiency and customer engagement.

Role Overview

The Operations Manager will oversee day-to-day activities of domestic and international voice/chat programs in the premium segment, ensuring strict compliance to procedures and promoting superior customer service. This position requires a proactive leader who can inspire and guide teams while enhancing operational processes and maintaining alignment with corporate objectives.

Key Responsibilities

• Supervise and coordinate the daily operations of voice and chat programs focused on domestic and international premium clientele.
• Formulate and execute strategies to boost customer focus and deliver outstanding service quality.
• Lead, coach, and develop a diverse workforce, fostering teamwork and inclusion.
• Utilize strong analytical, communication, and problem-solving skills to resolve operational issues effectively.
• Collaborate closely with various internal stakeholders to ensure smooth functioning and goal congruence.
• Track performance indicators, detect improvement opportunities, and initiate corrective measures.
• Ensure full compliance with relevant regulations, policies, and industry standards, including QMS and ISMS procedures.
• Continuously identify and apply process improvements to enhance efficiency and productivity.
• Support the implementation of training initiatives to strengthen team capabilities.

Work Schedule & Location

• Shift pattern: Rotational shifts.
• Working days: 5 days per week with 2 rotational weekly offs.
• Work locations: Thane and Ghansoli, India.
• Immediate joining candidates are preferred.

Eligibility

Candidates should possess any graduate degree to be eligible for this role.

Contact

For inquiries or to submit resumes, connect with Simran Rana (HR) at 9137514621 or email at [email protected].