Contact Center Operations Manager

Aon
Gurugram
Workplace: OnsiteFull timeFunction: Business OperationsSkills: ["Leadership","People management","Communication","Influencing","Problem-solving"]

Lead the operations of India employee contact centres in Gurgaon, managing four teams (70+ FTE) and delivering global operational metrics and SLA targets for online benefits clients. Drive service delivery across multiple channels, ensure client KPIs, quality, compliance, and customer experience are met, and handle peak periods. Lead people development, succession planning, performance management, continuous improvement, risk mitigation, and project coordination to enhance service outcomes.

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FursaFursa
Aon
Aon
18 hours ago

Contact Center Operations Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead the operations of India employee contact centres in Gurgaon, managing four teams (70+ FTE) and delivering global operational metrics and SLA targets for online benefits clients. Drive service delivery across multiple channels, ensure client KPIs, quality, compliance, and customer experience are met, and handle peak periods. Lead people development, succession planning, performance management, continuous improvement, risk mitigation, and project coordination to enhance service outcomes.
Location: Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Lead operations across 4 teams (70+ FTE) to deliver global operational metrics and SLA targets.
  • •Ensure service delivery meets contractual SLAs and agreed processes, with active/visual management of requirements and quality measures.
  • •Manage client relationships through operational reviews and day-to-day liaison, identifying opportunities for service and process improvements.
  • •Drive continuous improvement by analyzing output data, identifying issues/trends, and implementing best practices and knowledge sharing.
  • •Manage and develop the operational talent pool: performance goals, 121s, annual ratings, training/shadowing, development plans, and succession planning.

Key Requirements

  • •Provide senior-level leadership with strong people management, communication, and influencing skills.
  • •Experience operating outsourcing or contact centre environments, including managing large multi-site contact centres.
  • •Build and maintain strong client relationships and translate business strategy into day-to-day delivery.
  • •Demonstrate commercial understanding and accountability for profit targets.
  • •University degree or equivalent, plus experience managing projects and delivering measurable results.
Experience:OutsourcingContact centerMulti-site operations
Skills:LeadershipPeople managementCommunicationInfluencingProblem-solving
Languages:English
Tech Stack:MS OfficeAon toolsAon systems

Company Brief

Aon
Global professional services firm providing risk, retirement, human resources, and insurance brokerage solutions to clients worldwide, including consulting, reinsurance, and data-driven risk management services.
Industry: Insurance
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1982
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Glassdoor: 3.9
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