Job Description

Senior Manager (Non-Voice Operations)
Function: Customer Experience (CX)
Location: Gurugram Role Overview
The Senior Manager Non-Voice is responsible for managing end-to-end Non-Voice customer support operations, including Email, Chat, Social Media, and Back-Office processes. The role focuses on operational efficiency, service quality, SLA adherence, and team performance to deliver a seamless and consistent customer experience across digital channels. Key Responsibilities
Oversee daily Non-Voice operations across Email, Chat, Social Media, and Back-Office support.
Manage Team Leaders/Supervisors and frontline associates.
Monitor KPIs such as TAT, SLA adherence, CSAT, productivity, and quality scores.
Drive process improvements to enhance response time and resolution accuracy.
Coordinate with cross-functional teams (IT, Product, Ops) for issue resolution.
Support vendor-managed Non-Voice operations and ensure performance compliance.
Ensure queue management, workload balancing, and capacity planning.
Maintain quality standards, compliance, and audit readiness.
Prepare MIS, dashboards, and operational insights for leadership review.
Support digital CX initiatives and automation wherever applicable. Skills Required
Strong people and performance management skills
Customer-centric and digital-first mindset
Excellent written communication skills
Process improvement and analytical thinking
Stakeholder coordination and issue management
Operational planning and execution
Exposure to automation, CRM, or ticketing tools Qualifications & Experience
Bachelor's degree required; Master's degree/MBA preferred
8 12 years of experience in Non-Voice / Digital Customer Support Operations
4 6 years managing large Non-Voice teams
Experience in airline, travel, e-commerce, or hospitality sectors is an advantage
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Skills Required