Operations Manager (Business Analysis)

 About the team 

You will be part of the Member Engagement Marketing Department in the Member Success Team as an Operations Manager in our Contact Center (Outbound Sales), based out of Delhi NCR.

About the role 

Tide is looking for a detail-oriented and data-driven Operations Manager to join our Member Success team (telesales). The successful candidate will be responsible for analysing data trends, prioritising call campaigns to maximise conversions, managing dashboarding and MIS (Management Information Systems) for all calling campaigns, and performing User Acceptance Testing (UAT) for new features

Key Responsibilities:

• Analyse data trends to provide actionable insights for call prioritisation.
• Use data to identify high-value member segments and optimise call strategies to drive conversions.
• Monitor and adjust call campaigns to ensure maximum efficiency and conversion rates.
• Collaborate with the Member Success team to refine calling scripts and approaches.
• Oversee the creation and maintenance of dashboards to track campaign performance.
• Develop and manage MIS for all calling campaigns, providing clear and actionable insights.
• Manage stakeholders from different departments to ensure processes are running smoothly.
• Facilitate effective communication and collaboration between departments.
• Address and resolve any operational issues that may arise, ensuring minimal disruption to workflows.
• Act as the UAT tester for new features and tools related to calling campaigns.
• Identify potential issues and work with the development team to ensure smooth implementation.
• Communicate effectively with other departments to ensure seamless operations.
• Participate in regular meetings to update stakeholders on performance and progress.

Qulifiacation

• Bachelor's or Master’s degree in Business, Data Science, or a related field.
• Proven experience in operations management, preferably within a customer success or call center environment.
• Strong analytical skills with the ability to interpret complex data sets.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Looker, etc.).
• Experience with dashboarding and MIS development.
• Familiarity with UAT processes and methodologies.
• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced and dynamic environment.
• Strong problem-solving skills and attention to detail.

What you’ll get in return:

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. 

• Competitive salary 
• Self & Family Health Insurance 
• Term & Life Insurance 
• OPD Benefits 
• Mental wellbeing through Plumm 
• Learning & Development Budget 
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves 
• 3 paid days off for volunteering or L&D activities 
• Stock Options