Ops Manager 2
2 weeks ago
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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