Job Description
Operations Manager – US Customer Service
Location: Gurugram/Pune/Jaipur
Must have: 8-16 years of experience in Operations
Role Summary
Manage end-to-end US customer service operations and ensure SLA, quality, and customer satisfaction targets are met.
Lead, coach, and develop Team Leaders and Customer Service Associates to drive performance.
Handle customer escalations and ensure timely resolution of travel-related issues.
Monitor key metrics such as CSAT, Quality, Productivity, and Service Levels.
Drive process improvements and collaborate with stakeholders to enhance operational efficiency.
Ensure compliance with client requirements and company policies.
Preferred Experience: 5+ years of experience in Operations/US Customer Service within a BPO or contact center environment.