Operations Manager

Job Title: Operations Manager – Customer Experience & Revenue Operations
Department: Operations
Location: Kolkata
Timing: 1pm to 10 pm
Compensation: Based on last salary and performance in the interview + Provident Fund
Employment Type: Full-Time
Reporting To: Chief Operating Officer
Role Overview
We are seeking a result-oriented Operations Manager to lead customer experience, service delivery, and revenue performance. This role requires strong ownership of team performance, customer satisfaction, and revenue growth, along with the ability to design, implement, and enforce KPIs and KRAs across functions.
The ideal candidate will act as a bridge between customer service, sales, and operations, ensuring both service excellence and business profitability.
Key Responsibilities
1) Customer Experience & Service Operations
• Oversee all customer interactions across calls, WhatsApp, and social media, ensuring prompt, professional, and empathetic communication.
• Define and enforce strict response and resolution timelines to ensure no customer query remains unattended.
• Establish and maintain high service quality standards across all customer touchpoints.
2) Customer Support Monitoring & Quality Control
• Monitor and evaluate customer interactions across calls and chats to ensure compliance with company standards and service quality benchmarks.
• Regularly audit live and recorded customer calls, identifying gaps in communication, service delivery, and adherence to protocols.
• Prepare daily and periodic quality reports highlighting underperformance, improvement areas, and actionable recommendations.
• Conduct structured chat audits to identify deviations from defined processes and escalate non-compliance to relevant stakeholders.
• Ensure 100% query coverage by implementing systems where no customer issue remains unanswered or unresolved.
3) Escalation Management & Customer Retention
• Take complete ownership of escalated and high-risk customer issues, ensuring swift and effective resolution to prevent customer churn.
• Develop and implement structured escalation handling and service recovery frameworks.
• Personally intervene in critical cases to rebuild trust and protect long-term customer relationships.
4) Customer Engagement, Conversion & Revenue Growth
• Drive onboarding of new customers through proactive outreach, including calls to users who download the mobile application.
• Convert new users into paying customers by promoting services, offers, and discounts.
• Identify and execute upselling and cross-selling strategies to maximize revenue per customer.
• Continuously track customer lifecycle to improve retention and repeat business.
5) Sales Performance & Revenue Accountability
• Ensure the sales team consistently meets defined revenue targets through active monitoring and performance tracking.
• Identify performance gaps and implement corrective actions including strategy changes, coaching, and stricter supervision.
• Take decisive action in cases of underperformance, including escalation and performance management interventions.
6) Lead Leakage Prevention & Opportunity Management
• Identify and plug gaps in the customer journey where leads are lost or not converted.
• Establish systems to track, follow up, and convert all incoming leads effectively.
• Ensure zero tolerance for missed leads, delayed responses, or untracked opportunities.
7) Churn Control & Revenue Optimization
• Analyze customer drop-offs, missed opportunities, and lost business to identify revenue leakage.
• Implement strategies to recover lost customers and optimize revenue from existing and potential clients.
• Drive continuous improvement in conversion rates and customer retention metrics.
8) KPI & KRA Management
• Define, implement, and monitor KPIs and KRAs across customer care and sales teams.
• Ensure clarity of targets and accountability at individual and team levels.
• Conduct regular performance reviews and take proactive measures to ensure targets are consistently met.
9) Training & Team Development
• Design and conduct training programs for new and existing team members on communication standards, customer handling, and operational processes.
• Use insights from call audits, chat audits, and performance data to drive targeted training interventions.
• Provide continuous coaching, feedback, and mentoring to enhance individual and team performance.
10) Team Leadership, Motivation & Performance Management
• Lead, motivate, and inspire teams to achieve high performance and maintain a results-driven culture.
• Conduct regular one-on-one reviews to assess performance, provide feedback, and set development goals.
• Make strategic decisions regarding promotions, role changes, and workforce optimization, including managing underperformance and exits where necessary.
11) Employee Productivity & Workforce Planning
• Develop and implement productivity plans to maximize efficiency and output across teams.
• Monitor attendance, performance metrics, and workload distribution to ensure optimal resource utilization.
• Continuously optimize team structure and workflows to enhance operational efficiency.
12) Crisis Management & Operational Control
• Take charge during operational crises, service disruptions, or high-pressure situations, ensuring minimal impact on customers and business.
• Develop contingency plans and rapid response strategies to handle unexpected challenges.
• Ensure business continuity and maintain service standards under all circumstances.
13) Data Management, Reporting & Process Excellence
• Maintain structured trackers for customer interactions, complaints, leads, and resolutions.
• Analyze operational and performance data to identify trends, risks, and improvement areas.
• Present actionable insights and reports to senior management.
• Continuously refine processes and SOPs to enhance efficiency, quality, and scalability.
Key Skills & Competencies
• Strong leadership and team management ability
• Proven experience in KPI/KRA setting and performance management
• Strong revenue orientation and sales understanding
• Excellent escalation handling and problem-solving skills
• Data-driven decision-making capability
• High ownership and accountability mindset
Preferred Qualifications
• Bachelor’s degree in Business Administration / Operations / Management
• 5 - 7 years of experience in operations, customer service, or sales management
• Experience in service-based or BPO environments preferred
Key Expectations
• Ensure achievement of customer satisfaction and retention goals
• Drive team performance through effective KPI and KRA management
• Ensure sales team consistently meets revenue targets
• Minimize escalations and customer churn
• Take complete ownership of operations, customer experience, and revenue outcomes

Work arrangement
No