Lead Operations Manager
3 days ago
Bangalore, India
We are seeking an experienced Operations Lead to oversee our operations in a Contact Centre services environment. The ideal candidate will have at least 9 years of experience in Customer Operations, Contact Center Operations, or BPO Operations, with a preference for travel industry experience.
Main Responsibilities:- Liaise between Client and the company to build and maintain smooth operations delivery and expand client relationships.
- Manage all resources and operations on a daily basis to ensure timely adherence to SLAs to the mutual satisfaction of the client and the company.
- Identify opportunities for growth and improvement, devise solutions, and strategies for enhancing performance and critical metrics like AHT/CSAT/Quality.
- Manage attrition and create a people-friendly work environment.
- Set targets for performance for all levels, including Assistant Managers, Team Leaders, Quality & Agents.
- Design and present performance reviews to the client and leadership team.
- Ensure profitability of the project and organize various processes related to site calibrations.
- At least 9 years of experience in Customer Operations, Contact Center Operations, or BPO Operations.
- Ability to understand staffing adherence and schedule adherence.
- Proven ability to work creatively and analytically in a problem-solving environment.
- Excellent communication, interpersonal, leadership, and management skills.
- Client engagement and interface exposure is essential, with P&L management as an added advantage.
₹1,200,000 - ₹1,500,000 per annum (dependent on experience)
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