Senior Operations Manager

7 days ago

Pune, India Worxpertise Group Full time

Description:About the job:Senior Operations Manager, Contact Centre will be responsible for overseeing the overall operations of the contact centre, ensuring a high level of customer service, operational efficiency, and team performance. This role involves managing a team of managers and supervisors, developing strategies to enhance customer experience, and implementing best practices to drive productivity and business Managing day-to-day operations and ensuring smooth workflow.- Support the operations in planning and implementing strategies to optimize processes and improve efficiency.- Coordinate with various departments to streamline operations and resolve any issues.- Supervise and provide guidance to team members to ensure tasks are completed accurately and on time.- Monitor key performance indicators (KPIs) and implement corrective actions as needed to meet targets. (internal and external).- Assist in the development and implementation of operational policies and procedures.- Handle escalated customer inquiries or complaints and ensure timely resolution.- Conduct regular performance evaluations and provide feedback to team members.- Collaborate with other departments to implement new initiatives or projects.- Maintain accurate records and documentation related to Minimum 8 years of experience in operations.- Should be familiar with contact centre Minimum of 8 years of experience in operations or related roles.- Strong leadership and managerial skills.- Excellent communication (English and Hindi) and interpersonal skills.- Analytical mindset with the ability to solve problems and make data-driven decisions.- Proficiency in Microsoft Office suite, including Excel, Word, and PowerPoint.- Ability to multitask and prioritize tasks effectively in a fast-paced environment.- Attention to detail and a commitment to accuracy.- Flexibility to adapt to changing priorities and requirements.- Experience in the retail or service industry is a plus.- Required inbound and outbound CC experience (ref:iimjobs.com)

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