Manager - Operations

2 weeks ago


Kolkata, West Bengal, India BuyerForesight Full time

Responsibilities:
The main role is to ensure the smooth running of all departments within the concierge team. This includes maintaining quality standards, identifying potential issues early, putting backup plans in place, tracking team performance, overseeing activities, while also managing financial aspects.

Quality Assurance:
- Conduct regular assessments to uphold quality standards and ensure information accuracy
- Establish and uphold quality standards according to SLA
- Provide feedback and training to team members
- Collaborate with stakeholders for enhancements

Team Management:
- Monitor KPIs related to concierge tasks
- Identify patterns in activity data for efficiency enhancement opportunities
- Implement strategies for streamlined processes and increased productivity
- Perform performance reviews and offer constructive feedback
- Proactively address operational issues
- Analyze metrics, feedback, and market trends to anticipate risks

Escalation Management:
- Develop protocols to manage risks and ensure continuous service
- Handle escalated issues and complaints as the primary contact
- Take steps to prevent recurring problems and enhance customer satisfaction

You Should Have:
years of operations experience

- Ability to work in a diverse, high-pressure environment with global requirements
- Proficiency in Google Workspace/Drive, Zoom Conferencing, and Microsoft Office
- Strong analytical skills to derive insights from data
- Experience managing at least 5 team members
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