(Apply Now) Operations Manager

3 days ago

Bengaluru, India [24]7.ai Full time
Operations Manager, Messaging/Chat Business

Position Overview:

We are seeking a seasoned Service Manager to lead our Messaging/Chat Business Service team for one of our Telecom Clients. The Service Manager will be responsible for overseeing a dedicated team focused on delivering exceptional service to clients while also achieving sales goals. This role requires a blend of strategic planning, team management, and client relationship skills to drive both service excellence and revenue growth.

Key Responsibilities:

Team Management:

- Supervise and support a team of (50 to 75) service representatives, ensuring high productivity and adherence to company standards and procedures.- Provide guidance and mentorship to Service Team Leaders, fostering their professional growth and aligning their efforts with organizational objectives.

Recruitment and Onboarding:

- Collaborate with HR in the recruitment, selection, and onboarding processes to acquire top talent that meets the department's service and sales goals.- Develop and implement comprehensive training programs to equip new team members with the skills and knowledge needed for success in their roles.

Strategic Planning:

- Develop and execute strategic initiatives to enhance service delivery and achieve monthly sales targets.- Design and implement incentive plans, recognition programs, and sales enablement strategies to drive both service excellence and sales performance.

Performance Management:

- Track key performance indicators (KPIs) such as customer satisfaction scores, resolution rates, and sales quotas to evaluate individual and team performance.- Analyze service and sales data to identify trends, areas for improvement, and opportunities for revenue growth.- Work with Service Team Leaders to create individual development plans, conduct performance reviews, and implement improvement plans as needed.- Implement recognition and rewards programs to motivate the team and foster a culture of excellence.

Client Relations:

- Establish and maintain strong relationships with clients, ensuring their service needs are met and their expectations are exceeded.- Conduct regular reviews with clients to assess service performance, address concerns, and identify opportunities for upselling or cross-selling.

Service Level Delivery:

- Ensure the delivery of exceptional service levels, meeting or exceeding customer expectations and industry standards.- Implement strategies to optimize operational efficiency and streamline processes to enhance service delivery.

Sales Goal Achievement:

- Collaborate with the sales team to align service efforts with sales goals, ensuring a cohesive approach to client engagement.- Identify opportunities to drive revenue growth through upselling, cross-selling, and retention efforts within the service team.

Risk and Quality Controls:

- Develop and implement risk management strategies to identify, assess, and mitigate potential risks within the messaging/chat service operations.- Implement quality control measures to ensure compliance with company standards, industry regulations, and customer expectations.

Qualifications:

- Bachelor’s degree or above in business or a related field.- Proven experience in service management within the telecommunications industry, with a track record of achieving service excellence and driving revenue growth.- Strong leadership skills with the ability to motivate and inspire teams to achieve both service and sales goals.- Excellent communication and interpersonal skills, with the ability to engage effectively with clients, stakeholders, and team members.- Strategic thinker with the ability to develop and execute effective service and sales strategies.- Analytical mindset with the ability to interpret data to drive informed decision-making.- Experience in recruitment, training, and development of service teams.- Proficiency in CRM software and service management tools.- Results-driven with a focus on continuous improvement and innovation.

This role offers a challenging and rewarding opportunity for a dynamic leader to drive service excellence and revenue growth within our messaging/chat business. If you are passionate about delivering exceptional service and achieving sales goals, and you possess the skills and experience outlined above, we encourage you to apply.

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