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Manager – Operations (Uber Customer Support | Domestic Process) Location - Lucknow
We are looking for a dynamic and experienced Manager – Operations to lead end-to-end service delivery for a Domestic BPO process. This role requires strong operational expertise, people leadership skills, and the ability to drive performance excellence while ensuring high client satisfaction.
Key Responsibilities:
Manage daily operations and ensure SLA/KPI delivery (AHT, Quality, CSAT, Productivity).
Lead, coach, and develop Team Leaders and agents to achieve business objectives.
Handle client interactions, governance calls, and performance reviews.
Drive process improvements, RCA/CAPA initiatives, and ensure compliance adherence.
Collaborate with WFM, QA, and Training teams for seamless operational flow.
Prepare MIS reports and provide analytical insights for decision-making.
Requirements:
Graduate with 8+ years of experience , including minimum 2 years as Manager – Operations in BPO .
Strong leadership, communication, and stakeholder management skills.
Good understanding of WFM, Quality frameworks, MIS, and process management.
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