Operations Manager

As an Operations Manager at Live Eye Surveillance, a U.S.-based AI-driven remote monitoring company with operations in India, you will play a crucial role in leading the surveillance control room located in Mohali. Your responsibilities will include supervising multi-shift operations, managing team performance, optimizing workflows, ensuring SLA compliance, and serving as the escalation point for internal teams and U.S. clients. You will be expected to lead and manage day-to-day surveillance operations across shifts, oversee team leaders, customer care executives, and reporting staff, design and implement SOPs, performance benchmarks, and escalation processes, and coordinate with the U.S. team for operational planning and client feedback. Additionally, you will review surveillance logs and incident reports for accuracy and timeliness, hire, train, and evaluate team performance, enforce discipline and attendance policies, maintain shift rosters, workload planning, and performance dashboards, ensure compliance with data confidentiality and security protocols, and handle client escalations professionally to ensure swift resolution. The ideal candidate for this role should have a minimum of 3-6 years of experience in operations management, preferably in BPO/KPO, surveillance, or ITES. Strong leadership, people management, and communication skills are essential, along with excellent analytical, process management, and escalation handling capabilities. You should be comfortable working night shifts aligned with U.S. time zones, proficient in basic reporting tools such as Excel, CRM, and email communication, and hold a graduate or postgraduate degree in any discipline. This is a full-time, permanent position with a 6-day work schedule in night shifts aligned with U.S. time zones. The role is on-site in Karnal, Haryana. Benefits include health insurance, paid time off, and Provident Fund. If you are a detail-oriented professional with a strong background in operations management and a passion for ensuring operational excellence and client satisfaction, we invite you to apply for this exciting opportunity at Live Eye Surveillance.,