Job Title: Operations Manager – Customer Support (US Telecom Process)

Location: Hyderabad

Compensation: Up to ₹14 LPA

Industry: BPO / Customer Support / Technical Support

Shift: Night Shift (US Shift – Flexible)

Job Summary:

We are seeking an experienced and dynamic Operations Manager to lead and manage end-to-end operations for a US Telecom customer support program. The role involves overseeing voice and chat support teams, driving performance, ensuring client satisfaction, and delivering operational excellence.

Key Responsibilities:

- Manage day-to-day operations of voice and chat support teams for the US Telecom process
- Ensure achievement of SLAs, KPIs, and quality standards (AHT, CSAT, FCR, productivity, etc.)
- Lead, mentor, and develop Team Leaders and support staff
- Drive continuous improvement initiatives to enhance customer experience and operational efficiency
- Monitor real-time performanc...