Live Agent Operations Manager

Overview

Live Agent Operations Manager leading internal and BPO Customer Experience teams for customer support operations in gaming.

What you'll do

• Lead and manage BPO and internal operations teams, including ticket volumes, backlog, SLA, productivity, and CX trends.
• Manage high-priority and complex customer escalations to ensure timely resolution and proper stakeholder communication.
• Partner with product, engineering, game operations, trust & safety, analytics, and other teams to identify recurring customer issues and drive resolution.
• Establish processes for operational incidents, including root-cause analysis, impact assessment, corrective actions, and follow-up.
• Translate support data and operational insights into actionable recommendations to reduce contact drivers and improve customer experience.
• Own BPO performance governance with regular business reviews, KPIs, staffing effectiveness, quality trends, risks, and improvement plans.

What you'll need

• 8+ years of experience in Customer Operations, Customer Support, Live Operations, or a related field.
• Proven experience managing customer support operations, preferably across internal and BPO teams.
• Strong understanding of customer support KPIs including SLA, backlog, productivity, quality, CSAT, contact drivers, and operational efficiency.
• Ability to analyze operational data and turn insights into actionable business recommendations.
• Cross-functional stakeholder management skills to influence teams without direct reporting authority.
• Ability to prioritize and make decisions in a fast-paced, milestone-driven environment.
• Willingness to work rotational shifts and support a 24x7 global operation when required.

Details

• Location: Bengaluru, Karnataka, India.
• Employment type: full-time, in-office position.