Senior Operations Manager
2 days ago
Company Overview:
Trigent Software Inc is a leading provider of software solutions, committed to delivering high-quality services to its clients.
About the Role:
We are seeking an experienced Senior Operations Manager to lead our International Voice Process team in Bangalore. The ideal candidate will have a proven track record in managing teams, ensuring high levels of customer satisfaction, and driving operational excellence.
Key Responsibilities:
- Manage a team of customer service representatives, ensuring adherence to quality standards and performance metrics.
- Monitor team performance, provide coaching, and conduct regular performance reviews to foster professional development.
- Handle escalated customer issues and provide timely resolutions to enhance customer satisfaction.
- Implement process improvements to optimize efficiency and service quality.
- Collaborate with management to develop strategies that drive team productivity and engagement.
- Conduct training sessions and workshops to enhance team skills and knowledge.
- Prepare and present performance reports to stakeholders, highlighting achievements and areas for improvement.
- Maintain a positive work environment and promote team collaboration.
Qualifications:
- Bachelor's degree in any field.
- Minimum of 5 years of experience in a Team Lead role within an international voice process.
- Strong understanding of customer service principles and practices.
- Proven leadership and people management skills.
- Excellent communication and interpersonal skills.
- Proficiency in performance metrics and reporting tools.
Estimated Salary: ₹1,200,000 - ₹1,500,000 per annum
Benefits:
- Competitive salary package.
- Opportunities for career growth and professional development.
- Collaborative and dynamic work environment.
- Recognition and rewards for outstanding performance.
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