Operations Manager
2 weeks ago
A career-defining opportunity awaits at Firstsource, a leading provider of Business Process Management (BPM) services.
As an Operations Manager - Customer Experience Lead, you will oversee daily operations in our Customer Care Call Center specializing in the logistic industry. Your role will be to optimize customer interactions and ensure service excellence by leveraging best practices and team collaboration.
Key responsibilities include:
- Team Leadership and Management: Supervise, mentor, and motivate a team of customer care executives, conduct performance evaluations, and provide ongoing training to enhance team skills and knowledge.
- 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). Identify and resolve bottlenecks, ensuring smooth workflow and operational effectiveness.
- Customer Experience Enhancement: Handle escalated customer queries and complaints, ensuring swift and satisfactory resolutions. Monitor and analyze customer feedback to identify areas for improvement.
- 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, such as CRM systems and automation tools, to enhance service delivery.
The ideal candidate will have 5+ years of experience in Team handling and 2 yrs as Assistant Manager -Ops for voice process. Graduation is must.
We offer a competitive salary range of ₹8,00,000 - ₹12,00,000 per annum, depending on qualifications and experience. Join us and contribute to delivering exceptional customer experiences
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