
Senior Operations Manager
4 days ago
Job Description:
">- Leads a team of 15–20 members, driving performance across productivity, quality, shrinkage, and attrition.
- Provides regular coaching and support to team members, reviewing and recommending improvements to processes to enhance performance and customer satisfaction.
- Identifies training needs and addresses process gaps, monitoring performance and conducting weekly coaching sessions.
- Handles floor support and escalations, ensuring achievement of individual contributor (IC) targets and maintaining AHT levels as per targets across tenure buckets.
- Utilizes basic computer skills, especially MS Excel.
Requirements:
">- Prior experience in handling international processes and team management/supervision.
- Excellent verbal and written communication skills in English, strong organizational and analytical abilities.
- Flexible to work in a dynamic environment.
Key Responsibilities:
">- Reviews and recommends process improvements to enhance performance and customer satisfaction.
- Monitors performance and conducts regular coaching sessions with team members.
- Ensures achievement of individual contributor (IC) targets and maintains AHT levels as per targets.
- Handles floor support and escalations, providing guidance and support to team members.
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