Fusion CX
Job Opportunity: Operations Manager – Customer Service
| Attribute | Details |
| Position Title | Operations Manager – Customer Service |
| Company | Fusion CX |
| Focus Area | Device Care & After-Sales Service |
| Location | Mumbai, Maharashtra, India |
| Employment Type | Full-time |
| Work Mode | Work From Office (WFO) |
Role Overview
As an Operations Manager, you will lead day-to-day contact center operations with a focus on service delivery excellence. This leadership role involves managing high-performing teams, driving operational efficiency, and ensuring that all performance targets align with client expectations. It is a strategic position ideal for professionals with a strong background in BFSI and insurance domains.
Key Responsibilities
| Category | Primary Duties |
| Performance Management |
• Monitor and manage key metrics: SLA, Quality, Productivity, Attrition, and Shrinkage. • Lead and supervise teams to meet and exceed established KPIs. |
| Client & Stakeholder Relations |
• Handle client interactions and manage escalations professionally. • Collaborate with internal stakeholders to optimize workflows and performance standards. |
| Process Improvement |
• Drive initiatives to enhance operational efficiency and customer experience. • Ensure strict adherence to company policies and operational guidelines. |
| Operational Excellence |
• Manage end-to-end service delivery for a Device Care and After-Sales process. • Identify trends and implement data-driven solutions for performance gaps. |
Candidate Requirements
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Education: Graduate (Mandatory).
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Experience:
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Minimum 2 years of experience in BPO or Contact Center operations.
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Strong exposure to the BFSI domain, particularly in customer service and product insurance.
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Proven track record in team leadership and client management.
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Technical Skills: Deep understanding of contact center metrics and operational efficiency frameworks.
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Soft Skills:
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Strong problem-solving and decision-making capabilities.
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Excellent communication and stakeholder management abilities.
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Professionalism in handling high-level client escalations.
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Why Join Fusion CX?
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Leadership Growth: A structured pathway into senior operations leadership within a global organization.
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Performance Culture: Work in a results-oriented environment that values data-driven success.
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Global Exposure: Gain experience managing complex customer experience processes for international clients.
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Career Stability: Build a future with a growing company that prioritizes professional development and operational excellence.
Application Status: Open
Ideal For: BPO professionals in Mumbai seeking to advance from team lead to management or experienced managers looking for a specialized domain.
To apply for this job please visit careers.fusioncx.com.