Contact Center Operations Manager || Noida
Tata 1mg
Operations
Multiple locations
Contact Center Operations Manager
Location: Noida, Uttar Pradesh, India
About the Role
Tata 1mg is seeking a highly motivated and experienced Contact Center Operations Manager to lead end-to-end contact center operations across multiple customer support channels. This role will be responsible for driving operational excellence, managing client and vendor relationships, ensuring service delivery targets are achieved, and leading continuous improvement initiatives that enhance customer experience and business outcomes.
The ideal candidate will bring strong expertise in contact center operations, stakeholder management, workforce planning, and process optimization within a fast-paced and customer-centric environment.
Key Responsibilities
Lead and manage multi-channel contact center operations including Voice, Chat, Email, and Back-office support functions.
Drive performance against SLAs, KPIs, CSAT, Quality, Productivity, and Compliance metrics.
Monitor operational performance, identify gaps, and implement corrective actions to ensure consistent service delivery.
Ensure seamless day-to-day operations while maintaining high standards of customer experience.
Client & Vendor Management
Serve as the primary point of contact between client stakeholders and vendor partners.
Build and maintain strong relationships with internal and external stakeholders.
Drive operational governance through regular business reviews, performance discussions, and strategic planning sessions.
Manage escalations effectively and ensure timely issue resolution.
Workforce & Service Delivery
Oversee workforce planning, capacity management, staffing, scheduling, shrinkage, and service level adherence.
Collaborate with cross-functional teams to optimize resource utilization and operational efficiency.
Ensure business continuity and operational readiness during peak volumes and critical business periods.
Continuous Improvement & Transformation
Identify opportunities to improve customer experience, operational efficiency, and cost optimization.
Lead process improvement, automation, change management, and transition initiatives.
Utilize data and insights to drive informed decision-making and sustainable performance improvements.
Compliance & Quality
Ensure adherence to company policies, client requirements, regulatory guidelines, and quality standards.
Partner with Quality and Training teams to maintain service excellence and continuous capability development.
Drive a culture of accountability, compliance, and operational discipline.
Qualifications & Experience
Required Qualifications
Bachelor’s degree in Business Administration, Operations, Management, or a related field.
8+ years of experience in Contact Center Operations, Customer Service, Shared Services, or BPO environments.
Demonstrated experience managing large teams and vendor partnerships.
Strong understanding of contact center performance metrics and workforce management principles.
Experience managing Voice, Chat, Email, and Back-office operations.
Key Skills & Competencies
Contact Center Operations Management
Client & Vendor Relationship Management
Workforce Planning & Capacity Management
SLA, KPI & Performance Management
Customer Experience Management
Process Improvement & Operational Excellence
Change & Transition Management
Leadership & People Management
Analytical Thinking & Problem Solving
Risk, Compliance & Governance Management
Preferred Qualifications
Experience managing multi-site or global operations.
Lean Six Sigma Green Belt/Black Belt certification preferred.
Exposure to digital transformation, automation, and process optimization initiatives.
Strong data analysis and reporting capabilities.
Success Measures
Consistent achievement of SLA, KPI, Quality, Productivity, and CSAT targets.
Improved operational efficiency and service delivery outcomes.
Successful execution of transformation and process improvement initiatives.
High levels of client satisfaction and stakeholder engagement.
Strong compliance, governance, and risk management performance.
About Tata 1mg
Tata 1mg is India's leading consumer health platform with a mission to make healthcare understandable, accessible, and affordable for every Indian. Through our integrated healthcare ecosystem spanning ePharmacy, eDiagnostics, eConsultation, and offline retail stores, we serve millions of customers across 1,000+ cities nationwide.
Backed by the trusted Tata Group and powered by a team of over 6,400 professionals, Tata 1mg continues to redefine healthcare delivery through technology, innovation, and customer-centric solutions.
Why Join Tata 1mg?
Be part of one of India's fastest-growing healthcare platforms.
Experience the stability and trust of the Tata Group alongside the agility of a high-growth startup.
Work on impactful initiatives that improve healthcare access for millions of Indians.
Collaborate with talented professionals in a dynamic, innovation-driven environment.
Play a key role in shaping and scaling Corporate Health & Wellness solutions.