Senior Operations Manager

2 days ago


Delhi, Delhi, India beBeeOperational Full time ₹ 15,00,000 - ₹ 20,90,000
Operational Excellence Manager

Our organization seeks a seasoned leader to oversee team performance, customer satisfaction, and process excellence.

Key Responsibilities
  • Strategically improve customer experience by implementing coaching programs and resolving issues effectively.
  • Ensure adherence to key operational metrics, including service level agreements, average handling time, first call resolution, and others.
  • Develop and implement proactive strategies to minimize attrition and shrinkage through engagement initiatives and workforce planning.
  • Conduct regular coaching, feedback sessions, and audits to enhance performance quality and foster a high-performing culture.
  • Monitor and track key performance indicators (KPIs) and key result areas (KRAs); publish reports highlighting gaps with action plans.
  • Resolve conflicts within the team and serve as the primary point of escalation for customer issues.
  • Collaborate with Quality and Training teams to address knowledge and skill gaps.
Requirements
  • Proven experience as an operational manager in international voice processes.
  • Strong background in people management, performance coaching, and conflict resolution.
  • Excellent understanding of operational metrics, communication, analytical, and problem-solving skills.
  • Ability to work in a dynamic 24/7 environment with rotational shifts.


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