Operational Leader

17 hours ago

Hyderabad Secunderabad Telangana, India beBeeLeader Full time ₹ 15,00,000 - ₹ 28,00,000
Job Overview

Our organization is undergoing a transformation in the way we approach customer care, and we require your expertise to help drive this change.

We are seeking an experienced Operational Leader to oversee our Customer Service Representatives (CSRs), ensuring high-quality interactions with every customer. This role involves staying abreast of our partners' brand, philosophy, products, promotions, and processes. The successful candidate will also be responsible for promoting professional and personal growth through performance evaluations, training, and career development plans.

Key Responsibilities:
  • Manage and supervise CSRs to achieve operational excellence
  • Ensure proficient training, professional development, and employee engagement are sustained to prepare, grow, and retain employees
  • Oversee operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
  • Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
  • Apply critical thinking to develop solutions that improve business performance and partner success
  • Motivate teams through relationship building and real-time coaching
  • Develop incentive programs to motivate CSRs to achieve desired outcomes
  • Coordinate changes in staffing schedules by collaborating with the Operations Support Team/and or Workforce Management Team
  • Collaborate with other departments within the organization (HR, IT, etc.) to resolve issues effectively
  • Contribute in-depth operational knowledge and a thoughtful perspective when participating in partner meetings
  • Gain expert-level knowledge on all partner products and promotions
  • Exemplify a positive work ethic and commitment to achieving the best possible outcomes
Requirements:

Minimum 2 Years of Experience as an Operational Leader

Benefits:

This role offers the opportunity to make a significant impact on our organization's customer care strategy, while also providing opportunities for professional growth and development.

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