Senior Operations Lead

1 day ago


Delhi, Delhi, India Firstsource Full time

Company Overview

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Firstsource is a leading provider of customized Business Process Management (BPM) services. As a trusted custodian and long-term partner to 100+ leading brands, we have a presence in the US, UK, India, and Philippines.

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About the Job

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We are seeking a dynamic and experienced Senior Operations Lead to lead and enhance operations in our Customer Care Call Center specializing in the automobile industry.

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Key Responsibilities

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  • Team Leadership and Management: Supervise, mentor, and motivate a team of customer care executives.">
  • Operational Efficiency: Monitor daily call center operations to ensure adherence to key performance indicators (KPIs) like first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT).">
  • Customer Experience Enhancement: Handle escalated customer queries and complaints, ensuring swift and satisfactory resolutions.">
  • Reporting and Analysis: Generate and present weekly/monthly reports on call center performance metrics.">
  • Process Improvement: Collaborate with internal teams to streamline processes and adopt industry best practices.">
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Requirements

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To succeed in this role, you should have at least 5 years of experience as Team handling and 2 yrs as Assistant Manager -Ops for voice process. Graduation is required.

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Estimated Salary: ₹1,200,000 per annum based on location and industry standards.

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About Firstsource

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Firstsource is an RP Sanjiv Goenka Group company, offering solutions covering complete customer lifecycle across various industries.

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Contact Us



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