Operations Manager
6 days ago
Hi Applicants,
Hope you are well
We are hiring for one of the leading MNC for Hyderabad location
Role: Operations Manager
Industry Type: BPO / Call Centre
Department: Customer Success, Service & Banking Operations
Employment Type: Full Time, Permanent
Role Category: Operations
Note: International Chats and Email Process experience is mandatory
Experience: Min 10 Years
Salary: Upto 15 LPA
Notice Period: 30 Days
Education: Any Graduate
Key Responsibilities:
Operations Management :
- Monitor daily performance metrics (VoCM, Excellent, RTF, HOC, Quality, Attendance, etc.).
- Collaborate with TLs to implement client and in-house policies.
- Manage day-to-day operations and attend client meetings to discuss performance.
- Present program performance to clients and escalate issues when needed.
- Submit weekly/monthly reports to the Director of Operations.
Process Improvement :
- Manage and minimize customer complaints.
- Develop and implement program policies with Account Manager and Director of Operations.
- Collaborate with TLs to create programs for associate development.
- Recommend improvements for continuous process improvement (CPI).
Staff Management :
- Ensure productivity standards are met daily.
- Lead and motivate up to 10 TLs, providing coaching and feedback.
- Conduct weekly meetings with TLs to discuss performance and share best practices.
- Design TL development plans and succession planning.
- Support ESAT and workplace programs and consult with Director for further decisions.
With Moderate Competency Level
- Communication Skills
- Customer Service Orientation
- Thriving in Change
- Expertise/ Analytical Skills
- Problem Solving
- Presentation Skills
- Training Needs Analysis
- Performance Management
- Conflict Management
- Planning, Organizing, Controlling
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