Impetus Career Consultants
3h •
#Hiring | Operations Manager- US
Operations Manager – US Customer Service
Location: Gurugram/Pune/Jaipur
Must have: 8-16 years of experience in Operations
Role Summary:
-Manage end-to-end US customer service operations and ensure SLA, quality, and customer satisfaction targets are met.
-Lead, coach, and develop Team Leaders and Customer Service Associates to drive performance.
-Handle customer escalations and ensure timely resolution of travel-related issues.
-Monitor key metrics such as CSAT, Quality, Productivity, and Service Levels.
-Drive process improvements and collaborate with stakeholders to enhance operational efficiency.
-Ensure compliance with client requirements and company policies.
Preferred Experience:
5+ years of experience in Operations/US Customer Service within a BPO or contact center environment.
At Impetus Consultants, we believe that responsible growth is built on creating positive and sustainable impact—for people, communities, and the environment. As a people-first, technology-enabled talent solutions organization, our CSR approach is closely aligned with our purpose of empowering individuals, supporting communities, and operating responsibly.
At Impetus Consultants, our mission has always been to help organizations build capabilities that scale with confidence. As enterprises navigate global expansion, evolving workforce models, and increasing operational complexity, the need for an integ... Read More
