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Digital Operations Director

2 weeks ago

Kolkata, West Bengal, India Innover Digital Full time

Job Description:

Innover Digital seeks an experienced Operations Manager to join our team. The successful candidate will be responsible for managing the day-to-day operations of our BPO functions, ensuring high-quality delivery of services to clients, and maintaining a focus on customer satisfaction and operational excellence.

Responsibilities:

  1. Operational Performance Management: Ensure that BPO services are delivered efficiently and effectively, meeting or exceeding client expectations.
  2. Team Leadership & Development: Lead and develop a team of supervisors, team leaders, and agents, providing guidance and support to ensure their success.
  3. Client Relationship Management: Serve as the primary point of contact for international clients, ensuring that their needs are met and exceeded.
  4. Process Improvement & Efficiency: Identify areas for process improvements and implement changes to increase efficiency and effectiveness.

Requirements:

  • Minimum 5-8 years of experience in BPO operations management.
  • Proven track record in managing cross-functional teams in a high-volume, fast-paced environment.
  • Strong understanding of BPO operations, CRM systems, workforce management tools, and business analytics platforms.