Operations Management Leader

14 hours ago


Delhi, Delhi, India Firstsource Full time
Job Description

We are seeking an experienced Operations Management Leader to join our team at Firstsource, a leading provider of customized Business Process Management (BPM) services. As a dynamic and results-driven leader, you will be responsible for overseeing daily operations, optimizing customer interactions, and ensuring service excellence in our Customer Care Call Center.

Key Responsibilities:
  • Team Leadership and Management: Supervise, mentor, and motivate a team of customer care executives to ensure seamless workflow and operational effectiveness.
  • Operational Efficiency: Monitor daily call center operations to ensure adherence to key performance indicators (KPIs) like first call resolution (FCR), average handle time (AHT), and customer satisfaction (CSAT).
  • Customer Experience Enhancement: Handle escalated customer queries and complaints, ensuring swift and satisfactory resolutions. Analyze customer feedback to identify areas for improvement and drive initiatives to enhance customer retention and loyalty.
  • Reporting and Analysis: Generate and present weekly/monthly reports on call center performance metrics. Conduct root cause analysis on service gaps and implement corrective actions.
  • Process Improvement: Collaborate with internal teams to streamline processes and adopt industry best practices. Leverage technology to enhance service delivery.
  • Compliance and Standards: Ensure adherence to company policies, industry regulations, and quality standards.
About Firstsource

Firstsource is a trusted custodian and long-term partner to 100+ leading brands. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services, and Insurance Verticals.

Salary: ₹12,00,000 - ₹20,00,000 per annum



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