Operations Manager
Gratitude IncOperations Manager
Job Description
Key Skills
6 candidate(s) have already applied for this Job. Apply now
Former employee of Teleperformance – not eligible for rehire, either direct or through a third party
Job Summary
The Operations Manager provides strategic and operational leadership for CE support functions, ensuring scalable delivery, strong leadership pipelines, and sustained service quality. The role owns end-to-end operational outcomes while aligning people strategy, performance, and client expectations.
Key Responsibilities:
•Lead multiple CE teams and Assistant Managers across Tier 1–3 operations.
•Own overall performance against SLAs, CSAT, quality, cost, and people metrics.
•Drive operational strategy, continuous improvement, and efficiency initiatives.
•Serve as senior escalation point for critical operational, client, or delivery risks.
•Partner with senior stakeholders across Recruitment, HR, Workforce, QA, and Product.
•Champion leadership development and succession planning across CE operations.
Qualifications
•Bachelor’s degree or equivalent experience.
•Minimum 24 months of experience as an Operations Manager or equivalent.
•Proven experience managing large BPO teams and multi-layer leadership structures.
•Strong background in performance management, governance, and service delivery.
•Strong technical background in BPO (Must have)
Core Competencies
•Strategic leadership and execution
•Cross functional stakeholder management
•Business and performance analytics
•Change and risk management
Recruitment Process :
Recruitment Interview, Assessment, Hiring Manager Interview, Final Interview (Program VP - TBC).
Pre-screening notes:
Educational attainment:
Years of experience as Operations Manager
Technical experience:
Last drawn salary:
Expected salary:
Role
Operations Manager
Timings
Flexible (Permanent)
Industry
IT-Hardware & Networking
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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