Ops Manager 2

2 weeks ago


Gurgaon, Haryana, India Foundever Full time

Operations Manager 2

Location: Gurgaon, India

Job Description:

  • Manage Quality & Training functions as the central point of contact for the client
  • Oversee first-line supervisors responsible for the day-to-day operations of a team handling customer inquiries and issues
  • Ensure client and corporate service, quality, and contribution goals are achieved
  • Meet financial, metric, and associate satisfaction goals
  • Provide leadership and management to associates
  • Offer training and development opportunities for the supervisory team
  • Coach and mentor team supervisors
  • Conduct regular supervisor team meetings
  • Supervise multiple teams for one or more clients

Requirements:

  • Four-year college degree in Business Management/Administration or equivalent
  • Minimum 4 years of relevant experience, including at least 2 years of supervisory experience

Skills:

  • Strong leadership skills to manage large groups
  • Excellent verbal/written communication and facilitation skills
  • Solid interpersonal skills with successful customer relationship management experience
  • Proficient in computer usage for daily tasks

Knowledge and Abilities:

  • Understanding of contact center operations and customer support
  • Familiarity with technology industry and general business management
  • Ability to analyze processes, drive change, and think strategically for business success

Certifications:

(if applicable)

Travel:

(specify percentage, scope, and mode of transportation)

Other:

(mention any unique or challenging aspects of the position not covered above)

Job Segment: CRM, Relationship Manager, Business Manager, Technology, Customer Service, Operations, Management


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