Operations Manager - Call Center

Internal Job Title: - Operations Manager

Location: -Delhi NCR

About Tide

At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany. 

Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.   

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.

What we are looking for 

• 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.

Who will be a great fit:

• 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.

Mandate Skills

• Excel, SQL, Looker, etc.
• Data Analysis
• Call Center Operations Knowledge
• Problem Solving
• Performance Metrics Calculation

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

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. 

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.