Senior Manager Ops - Priority Centre

Location: Pune, India

Job Description

Job responsibility

Must be into strategic hands on in business transition & Process Simplification.

Automation and AI Implementation exposure will be given preference.

Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice & Data products (including all KRAs and KPIs defined for this process) for Priority customers

Handling of escalations on Voice & Data products

Handling team KPIs/KRAs

Keeping the team continually motivated in achieving the team goals

Developing a strong bonding between the members in the team so that they can share the same collective goal

Creating an environment of collecting, sharing and implementing of customer feedback

Responsible for planning and execution of the day to day operational parameters of the team

Ensure statutory compliance and compliance to all internal & external audits

Develop high level of customer focus within the team

Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring

Provide effective leadership and development amongst the agents of the contact center, including ER & floor activities

Responsible to Cultivate a strong, informed, multi skilled and well-trained team

Implement performance management and performance review processes

Project & Initiative Skills required

Span of control:
Geographic – Pan India

No. of reports (direct & indirect)- if any

Key Customer
End customer, authorized signatories, clients
Internal teams

Necessary
Preferred

Skills

Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring

Customer centric and high focus on customer facing processes

Excellent grip on high end data and voice products

Excellent hands on experience in handling call center & complaint management operations for high end customers

Team management skills

Experience in handling a high potential dynamic teams

Qualification
Graduate (Science/Business)

Overall Work Experience

Minimum 10-16 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams

Hands on experience in work force management, process reengineering, people handling and customer interaction

Behavioural Attributes

Excellent people manager

Strong customer focus

Good analytical skills

Strong communication and interpersonal skills

Inclination towards innovation

Transforming Businesses through Digitalization

Tata Tele Business Services (TTBS), belonging to the prestigious Tata Group of Companies, is the country’s leading enabler of connectivity and communication solutions for businesses. With services ranging from connectivity, collaboration, cloud, security, IoT, and marketing solutions, TTBS offers the largest portfolio of ICT services for businesses in India. With an unwavering focus on customer-centricity and innovation, TTBS continues to garner recognition from customers and peers alike.

Our People Shape Our Journey Ahead

We are India’s leading enabler of digital connectivity and technology solutions for businesses - a feat possible only because we are fueled by the dedication and passion of our people. We welcome the finest talent and believe in nurturing and mentoring them to rise into leadership roles, while standing tall on our ethics and values.

Job Info
Job Identification
2645
Job Category
Customer Experience
Posting Date
11/06/2026
Apply Before
11/20/2026
Job Schedule
Full time
Locations
Al-Aqmar Building, 5- Ganeshkhind Road, Pune, Maharashtra, 411005, IN