Senior Operations Manager

4 days ago

Hyderabad Secunderabad Telangana, India beBeeLeadership Full time ₹ 1,50,000 - ₹ 28,00,000

About this Leadership Role

We are seeking a senior leader to direct and manage operational activities. This role is responsible for providing leadership to customer service representatives and collaborating with team leaders on performance, training, development, and employee recognition.

This position involves directing and managing operational activities and contributing to the campus's overall strategic direction.

  • Provide supervision to customer service representatives (CSRs) and team leads, ensuring proper training, support and customer service is delivered
  • Promote professional and personal development of individual team members through performance evaluations, training needs, coaching and career opportunity programs
  • Negotiate and mediate with customers or CSRs when required to resolve issues and meet expectations
  • Learn and maintain extensive knowledge of client philosophy and service processes to ensure quality customer service
  • Interview, select, train and facilitate onboarding for new team members
  • Perform data analysis and manage performance
  • Authorize and coordinate changes in staffing schedules

This Leader Will Also

  • Have a high school diploma or equivalent (required)
  • Have some post-secondary education or completion of a post-secondary degree with a major in business (asset)
  • Have a background in client relationship management (asset)
  • Have 2-3 years of experience in the contact center industry, with at least 2 years in a team lead/supervisory role
  • Have customer service experience in a high call volume contact center environment (preferred)
  • Be able to maintain and develop operational statistics, financial management information and results reporting
  • Have excellent verbal and written communication skills
  • Have strong leadership, analytical, problem solving and decision making skills
  • Be able to work in and adapt to a fast-paced, dynamic, always changing environment
  • Be able to organize and follow-up on multiple tasks with accuracy and timeliness
  • Be able to perform intermediate mathematical functions
  • Be able to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  • Be able to influence and motivate employees to attain program goals

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