Operations Manager - Voice Support

Genpact is a global professional services firm delivering digital transformation and business process management services to Fortune Global 500 companies. With over 100,000 employees worldwide and deep domain expertise, Genpact helps clients run better through intelligent operations and advanced analytics.

The Operations Manager will lead customer support operations for a marquee banking client, managing 500+ customer service associates across voice channels. This role demands operational rigor, client management expertise, and a passion for delivering exceptional customer experiences at scale.

• Manage daily operations of a 500+ member voice support team handling 15,000+ customer interactions daily
• Drive operational KPIs including CSAT above 90%, AHT optimization, FCR targets, and quality scores
• Lead hiring, training, performance management, and attrition control initiatives for the operations team
• Build strong client relationships, conduct business reviews, and drive continuous service improvement
• Implement process improvements, automation, and quality frameworks to enhance operational efficiency
• Monitor real-time dashboards, manage escalations, and ensure 24x7 operational stability

• 9+ years of experience in BPO/customer operations with at least 5 years managing large voice support teams
• Proven track record of delivering excellent CSAT, quality, and productivity metrics at scale
• Strong understanding of contact center technologies, WFM tools, and quality frameworks
• Experience in banking, financial services, or telecom domains preferred
• Excellent client management and stakeholder communication skills
• Graduate degree required; MBA or PG Diploma in Business Management preferred
• Proficiency in data analysis, MIS reporting, and process optimization methodologies

• Competitive package between ₹16L – ₹20L per annum
• Lead large-scale customer operations for premium global clients
• Work with talented operations professionals in Genpact's award-winning delivery centers
• Opportunity to drive digital transformation in customer service operations
• Strong career growth path with access to leadership development programs

This opening is not listed on any public job portal. It is a verified internal opportunity exclusively accessible through the website careerjump.co.in and directly apply to this job role. They also have similar job openings posted daily on their website. You can also join their WhatsApp Community for daily updates on verified internal job openings.