
Senior Operations Manager
21 hours ago
**Job Title:** Senior Operations Manager
We are seeking a skilled leader to manage our 24x7 customer support center.
The ideal candidate will lead a team handling complaints, roadside assistance, escalations, and general inquiries.
- **Key Responsibilities:** Lead and manage a 24x7 call center team using KPIs (response time, resolution rate, CSAT) for continuous improvement.
- Monitor team performance, identify training needs, and conduct regular upskilling sessions.
Critical tasks include managing third-party vendors, collaborating with field teams, overseeing product-related complaints, and supervising responses to customer queries.
- Ensure prompt acknowledgment and resolution of escalation emails.
- Analyze feedback data and share insights for service enhancement.
Maintain real-time dashboards for RSA, complaints, and inquiries, and generate periodic performance reports with actionable insights.
- Implement quality monitoring programs to ensure service consistency.
- Foster a customer-first culture within the team and identify innovative service delivery methods.
**The Ideal Candidate:** The role requires adherence to regulatory standards, maintaining emergency response protocols, and updating contingency plans for high call volumes and system outages.
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