Mumbai · Customer Support
Operations Manager jobs in Mumbai
Runs one or more contact-centre processes end to end, owning client SLAs, revenue, headcount, quality and attrition across several team leaders. Works with the client, workforce management, quality, training, HR and finance.
Updated · ResumeGyani careers team
Quick answer
Operations Managers in India typically earn ₹6L–₹9L a year starting out and ₹14L–₹22L+ with 7+ years. Employers mostly ask for Client SLA and contract management, Capacity planning with WFM and P&L and billing.
Current openings in Mumbai
6 foundFrom public job boards. Apply on the employer's or board's site.
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Senior Operations Manager
Bank of America · Mumbai, Maharashtra
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City Operations Manager(Retail & Lifestyle)
BOI Digital Marketing · Mumbai, Maharashtra
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Operations Manager Mumbai (India)
Total Group · Mumbai, Maharashtra
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What does an Operations Manager do?
Runs one or more contact-centre processes end to end, owning client SLAs, revenue, headcount, quality and attrition across several team leaders. Works with the client, workforce management, quality, training, HR and finance.
A typical day: The day starts with a review of yesterday's SLA, quality and attendance dashboards and a call with team leaders on action plans. Midday goes to client calls, WFM discussions on forecast and hiring, and tackling escalations. Later, the manager reviews billing, attrition data and prepares the monthly business review deck.
How people get in: A graduate or MBA with 8–12 years in BPO operations, usually rising from team leader and assistant manager; Six Sigma or COPC exposure is valued.
How much does an Operations Manager earn in India?
| Experience | Typical annual CTC |
|---|---|
| Entry (0–2 years) | ₹6L–₹9L |
| Mid (3–6 years) | ₹9L–₹14L |
| Senior (7+ years) | ₹14L–₹22L+ |
Large international BPOs and captive centres pay more than domestic BPOs; 'entry' here means a newly promoted ops manager, and data specific to BPO ops managers is thin.
India-wide estimates from public salary data (AmbitionBox, PayScale, Naukri), checked October 2026. Pay in Mumbai can differ; check the salary on each listing.
Which skills and tools do employers ask for?
Skills
- Client SLA and contract management
- Capacity planning with WFM
- P&L and billing (FTE vs transaction-based)
- Managing team leaders and AMs
- Quality and CSAT governance
- Attrition, hiring and shrinkage control
- Process improvement (Lean, Six Sigma)
- Monthly and quarterly business reviews with clients
Tools
- Genesys Cloud or Avaya
- NICE CXone / Verint WFM
- Power BI or Tableau
- Microsoft Excel (advanced)
- Salesforce Service Cloud
Certifications that help
- COPC Certified Implementation Leader
- Six Sigma Green Belt or Black Belt
- PMP (optional)
Who hires Operations Managers?
Organisations that regularly hire for this role in India. Openings in Mumbai vary, so check the listings above.
- Concentrix
- Teleperformance
- Genpact
- WNS
- Infosys BPM
- EXL
- Firstsource
- Sutherland
- Hinduja Global Solutions
- Bill Gosling Outsourcing
How to write an Operations Manager resume that gets shortlisted
- 1
State scale: headcount, processes, client and geography.
ExampleManaged 3 US healthcare processes with 240 FTEs and 12 team leaders across two sites.
- 2
Show SLA, quality and financial results.
ExampleImproved service level from 76% to 88% in 4 months and avoided about ₹40 lakh in SLA penalties.
- 3
Show growth or cost wins.
ExampleCut shrinkage from 34% to 27% and grew the account by 60 FTEs through a new line of business.
Check your resume against an Operations Manager job description
Paste the JD and see which of these skills your resume is missing.
Common Operations Manager interview questions
Your process missed SLA three days in a row. What do you do?
Check forecast vs actual volume, shrinkage, AHT spikes, staffing; fix with overtime, cross-skilling and communicate a recovery plan to the client.
How do you reduce attrition in a large team?
Use exit data, fix TL quality, set career paths, look at shift and pay issues, and track early attrition separately.
Explain how a contact centre's revenue and cost work.
Talk about billable FTEs or per-transaction pricing, utilisation, shrinkage, seat cost and penalties/bonuses on SLAs.
How do you prepare for a client QBR?
Show trends, root causes, actions taken, improvement ideas and a clear ask; avoid surprises.
Operations Manager career path
- Team Leader
- Assistant Manager – Operations
- Operations Manager
- Senior Operations Manager
- Associate Vice President – Operations
- Vice President – Operations
Pro toolkit
Applying to Operations Manager jobs? Get the complete toolkit
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- Mock interviews & prep kit
Questions people ask
How much does an Operations Manager earn in India?
Typical annual pay is ₹6L–₹9L at entry level (0–2 years), ₹9L–₹14L at mid level (3–6 years) and ₹14L–₹22L+ for senior roles (7+ years). Large international BPOs and captive centres pay more than domestic BPOs; 'entry' here means a newly promoted ops manager, and data specific to BPO ops managers is thin.
What qualifications do you need to become an Operations Manager?
A graduate or MBA with 8–12 years in BPO operations, usually rising from team leader and assistant manager; Six Sigma or COPC exposure is valued.
Which skills do employers look for in an Operations Manager?
Most job descriptions ask for Client SLA and contract management, Capacity planning with WFM, P&L and billing, Managing team leaders and AMs and Quality and CSAT governance. Common tools include Genesys Cloud or Avaya, NICE CXone / Verint WFM, Power BI or Tableau and Microsoft Excel (advanced).
What is the career path for an Operations Manager?
A common progression is Team Leader → Assistant Manager – Operations → Operations Manager → Senior Operations Manager → Associate Vice President – Operations → Vice President – Operations.
How do I find Operations Manager jobs in Mumbai?
Search current Operations Manager openings in Mumbai on job boards and company career pages, and tailor your resume to each job description: lead with the skills it lists and show results with numbers. Pay for Operations Manager roles in India typically ranges ₹6L–₹22L+ a year depending on experience.
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