Senior Operations Manager

11 hours ago

Bareilly, Uttar Pradesh, India beBeeLeadership Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Title: Senior Operations Manager

About the Role:

We are seeking a seasoned Senior Operations Manager to lead our international voice process team. The ideal candidate will have extensive experience in managing teams, overseeing daily operations, and ensuring exceptional customer experiences.

  • Key Responsibilities:
  1. Team Management:
  • Supervise a team of voice agents to ensure optimal performance, monitor performance metrics, and provide coaching and feedback to improve call quality, average handling time, and resolution rate.
  • Manage team scheduling and attendance while providing timely performance evaluations.
  1. Operations Oversight:
  • Ensure seamless daily operations of the voice process by identifying and resolving complex customer issues.
  • Maintain service level agreements (SLAs) and uphold quality standards for exceptional customer experiences.
  1. Training and Development:
  • Collaborate in onboarding and training new team members to facilitate their growth.
  • Organize regular skill development and process refresher sessions to enhance team capabilities.
  1. Reporting and Analysis:
  • Track and report key team metrics to inform data-driven decisions.
  • Analyze data to pinpoint trends, gaps, and areas for improvement, driving continuous process enhancement.
  1. Client and Stakeholder Communication:
  • Effectively liaise with international clients and internal stakeholders to share updates, feedback, and improvement plans.

Requirements:

To be successful in this role, you will need:

  • 3+ years of experience in team management, operations oversight, or a related field.
  • Demonstrated ability to analyze data and drive process improvements.
  • Excellent communication and interpersonal skills.
  • Ability to work effectively in a fast-paced environment.

Benefits:

This role offers a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

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