Senior Service Operations Manager

10 hours ago

Vadodara, Gujarat, India beBeeOperations Full time ₹ 18,00,000 - ₹ 25,00,000

Job Title: Senior Service Operations Specialist

A dynamic opportunity has arisen for a seasoned Service Operations Specialist to join our team. In this role, you will be responsible for delivering exceptional customer service experiences across various channels.

Key Responsibilities:

  • Manage BPO/vendor operations, driving targets and aligning processes
  • Monitor key performance indicators (KPIs), such as NPS, AHT, case backlogs, service levels, and quality standards
  • Lead business reviews with vendors, ensuring alignment and continuous improvement
  • Optimize processes and implement new functionalities across regions
  • Support people management by guiding vendor team structures and workload efficiency

Required Skills and Qualifications:

  • Bachelor's degree in Business, Communication, or related field (or equivalent experience)
  • 3+ years of experience in Contact Vendor Management within Retail, Digital, or eCom
  • Expert knowledge in Consumer Service operations
  • Strong project management and reporting experience

Benefits:

  • Results-driven environment with opportunities for growth and development
  • Collaborative team culture with a focus on continuous improvement
  • Challenging and diverse work environment with opportunities to develop expertise

For consideration, please ensure that your application highlights relevant experience and qualifications. We look forward to reviewing your application.

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