Role Summary:
An Operation Manager leads, manages, and optimizes daily operations to ensure high productivity and meet client KPIs. The individual is responsible to bridge the gap between client expectations and agent performance, driving process improvements and managing staff performance. Key tasks involve workforce scheduling, capacity planning, team leadership, and quality compliance. Manage operations of Domestic/International Premium segment Voice/Chat Program. They will ensure efficient and effective operations, foster a customer-centric culture, and lead a diverse team to achieve organizational goals.
Responsibilities:
- Manage and oversee the daily operations of a Domestic/International Premium segment Voice/Chat Program, ensuring adherence to established processes and procedures.
- Develop and implement strategies to enhance customer centricity and deliver exceptional customer service.
- Lead, motivate, and mentor a diverse team of professionals, fostering a collaborative and inclusive work environment.
- Exhibit excellent problem-solving, critical thinking, and communication skills to address operational challenges and make informed decisions.
- Collaborate with cross-functional teams and stakeholders to ensure seamless operations and align with organizational goals.
- Monitor and analyze performance metrics, identifying areas for improvement and implementing corrective actions.
- Ensure compliance with relevant regulations, policies, and industry best practices.
- Responsible for complying with all QMS and ISMS Policies and procedures.
- Continuously explore and implement process improvements to enhance operational efficiency and productivity.
- Contribute to the development and implementation of training programs to enhance team skills and knowledge.
Criteria:
- Graduation / 10th + 12th + 3 year Diploma (any stream).
- Minimum of 10+ years of overall experience in a call center environment, including a minimum of 2 years in a leadership role as an Operations Manager.
- Experience in any Customer Service domain
- Client interfacing skills
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