Strategic Operations Leader for Customer Experience
2 weeks ago
At Firstsource, a leading provider of customized Business Process Management (BPM) services, we are seeking a dynamic and experienced Assistant Manager to lead and enhance operations in our Customer Care Call Center specializing in the logistics industry.
The ideal candidate will oversee daily operations, optimize customer interactions, and ensure service excellence by leveraging best practices and team collaboration.
About UsWe are a trusted custodian and long-term partner to 100+ leading brands with a presence in the US, UK, India, and Philippines. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services, and Insurance Verticals. Our clientele includes Fortune 500 & FTSE 100 companies.
To learn more about us, please visit our website location: Hyderabad. Position: Assistant Operations Manager. Division: BPO, 5 days working US process.
Job DescriptionWe are looking for a seasoned leader with 5+ years of experience as Team Handling and 2 yrs as Assistant Manager - Ops for voice process. The successful candidate will be responsible for:
- 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.
- Develop shift schedules and ensure optimal staffing levels.
- 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.
- 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, such as CRM systems and automation tools, to enhance service delivery.
- Compliance and Standards
- Ensure adherence to company policies, industry regulations, and quality standards.
- Stay updated with trends and developments in the automobile and customer service sectors.
- Finance
- Manage billable hours and send invoices to customers.
Requirements include 5+ years of experience as Team Handling and 2 yrs as Assistant Manager - Ops for voice process. Graduation is mandatory.
Compensation PackageSalary: ₹12,00,000 - ₹15,00,000 per annum (estimated)
-
Hyderabad, Telangana, India myGwork Full timeAbout the CompanymyGwork, an inclusive employer and a member of the LGBTQ+ business community, is seeking an experienced professional to join our team as a Strategic Operations Leader for Amazon Business.Job SummaryWe are looking for a highly motivated and skilled leader to oversee the operational aspects of our Amazon Business operations. As a Strategic...
-
Hyderabad, Telangana, India myGwork Full timeWe are seeking an experienced Strategic Operations Leader to join our team at Amazon, a global leader in e-commerce. This role will involve driving strategic plans to optimize support and services team operations, aligned with organizational objectives.Key Responsibilities:Develop and execute strategic plans to enhance operational efficiencyCollaborate with...
-
Customer Experience Leader
3 weeks ago
Hyderabad, Telangana, India ICL FINCORP LIMITED Full timeAbout ICL FINCORP LIMITED">At ICL FINCORP LIMITED, we are committed to delivering exceptional customer experiences through our range of financial services. We are seeking a highly skilled Customer Experience Leader to join our team in Telangana & Andhra.">Job Summary:">You will be responsible for developing and implementing strategies to improve customer...
-
Hyderabad, Telangana, India myGwork Full timeAbout MyGworkMyGwork is an inclusive employer and a member of the largest global platform for the LGBTQ+ business community.Job Title: Strategic Operations Program Director, Customer Experience InnovatorAbout the RoleThis role involves collaborating with our international program management team and external software developer teams to launch and maintain...
-
Strategic Quality Leader for Hi-Tech Operations
1 month ago
Hyderabad, Telangana, India Genpact Full timeGenpact is a leading professional services and solutions firm that delivers innovative outcomes to shape the future. Our diverse team of 125,000+ professionals across 30+ countries is driven by our innate curiosity, entrepreneurial agility, and commitment to creating lasting value for clients.We serve and transform leading enterprises, including Fortune...
-
Hyderabad, Telangana, India myGwork Full timeAs a Strategic Leader for Operational Excellence in Sales Abuse Prevention, you will play a pivotal role in safeguarding Amazon’s community content and preserving customers’ trust.This mission-critical position requires a seasoned leader to manage multiple teams of highly skilled investigators supporting Machine Learning models and Data Science teams....
-
Operations Director, Customer Experience Leader
2 weeks ago
Hyderabad, Telangana, India myGwork Full timeAt myGwork, we're looking for a talented Operations Manager to join our team at Amazon. We estimate the salary for this role to be around $120,000-$180,000 per year.About the JobThis is a leadership position that requires someone with experience in managing large teams and driving process improvements. The ideal candidate will have a proven track record of...
-
Payer Domain Strategic Leader
3 weeks ago
Hyderabad, Telangana, India People Impact Full timePayer Domain Strategic LeaderAt People Impact, we seek a seasoned Payer Domain Strategic Leader to drive strategic guidance for payer operations. This role focuses on claims, member engagement, provider relationships, and cost management.We require the candidate to drive strategy for payer operations by focusing on:Strategic Guidance- Drive strategy for...
-
Strategic Process Transformation Leader
4 days ago
Hyderabad, Telangana, India Firstsource Full timeAssistant Manager-Process ExcellenceWe are seeking a highly skilled Strategic Process Transformation Leader to join our team at Firstsource, a leading provider of customized Business Process Management (BPM) services.As a Strategic Process Transformation Leader, you will play a crucial role in driving process improvement and digitization initiatives across...
-
Customer Support Experience Leader
6 days ago
Hyderabad, Telangana, India NetScore Technologies Full timeUnlock Career Opportunities with NetScore TechnologiesWe are seeking a seasoned Customer Support Experience Leader to join our dynamic team at NetScore Technologies, an award-winning Oracle NetSuite Partner. As a key member of our growing cloud ERP practice in Hyderabad, you will play a pivotal role in ensuring the satisfaction and success of our valued...
-
Hyderabad, Telangana, India Virinchi Limited Full timeEstimated Salary Range: ₹18-25 lakhs per annum (dependent on experience).About the Role:This is a full-time on-site position as a Deputy Chief Operating Officer (Delivery & Operations) at Virinchi Ltd in Hakimpet, Hyderabad. As a strategic leader, you will oversee daily operations, drive strategic initiatives, and optimize business processes to enhance...
-
Strategic Marketing Leader
2 weeks ago
Hyderabad, Telangana, India AKM Global Full timeWe are seeking a skilled and ambitious Strategic Marketing Leader to expand our market reach in existing and new geographies.The ideal candidate will be able to identify new business opportunities, generate revenue, and improve profitability by developing strategic marketing plans and positioning our brand effectively in the appropriate markets.This role...
-
Hyderabad, Telangana, India myGwork Full timeThis role is with myGwork, an inclusive employer and a member of the LGBTQ+ business community. Amazon values diversity and inclusivity in the workplace.The estimated salary for this position is $120,000 - $180,000 per year, based on industry standards and market conditions.Job DescriptionWe are seeking a Strategic Operations Leader to manage a team of 3-5...
-
Data Quality Leader for Customer Experience
3 weeks ago
Hyderabad, Telangana, India myGwork Full timeJob DescriptionWe are seeking an experienced Data Quality Leader to own the vision for quality improvement through global address management programs. This role will be responsible for shaping the strategy and direction of customer-facing products that are core to the customer experience.About the JobThe successful candidate will be able to effectively...
-
Strategic HR Leader
5 days ago
Hyderabad, Telangana, India Global HR Federation Full timeAbout Global HR Federation">At Global HR Federation, we are committed to promoting HR best practices and empowering human resource professionals worldwide. Our mission is to build stronger, more sustainable organizations by investing in people management excellence.">Job Title: Strategic HR Leader">We are seeking a highly motivated and experienced Strategic...
-
Regional Operations Director
2 days ago
Hyderabad, Telangana, India ANSR Global Corporation Full timeAbout the RoleWe are seeking a highly skilled Regional Operations Director to lead our team in achieving business excellence. This executive leader will oversee day-to-day operations, drive strategic objectives, and manage diverse priorities.Key Responsibilities:Operations Oversight: Monitor and ensure positive member experience across multiple locations,...
-
Strategic Data Analytics Leader
3 weeks ago
Hyderabad, Telangana, India Keus Smart Home Full timeCompany Overview:Keus Smart Home is a pioneer in integrating elegant design with cutting-edge technology to create seamless and luxurious smart home experiences.We pride ourselves on being the benchmark of sophistication and holistic smart home solutions in India, relentlessly innovating to meet and redefine global standards.About the Opportunity:We are...
-
Operational Excellence Leader
2 weeks ago
Hyderabad, Telangana, India myGwork Full timeAmazon Business Biz Operations (ABBO) is a dynamic team within Business Prime, Self-Service Registration (SSR), Marketing, and Expansion (PSME). As an Operational Excellence Leader, you will play a pivotal role in shaping the future of ABBO by driving strategic projects, overseeing quality auditors, and leading cross-functional initiatives.The ideal...
-
Geospatial Operations Manager
3 weeks ago
Hyderabad, Telangana, India myGwork Full timeAmazon is seeking a seasoned leader to drive operational excellence in Maps and Navigation. As a Sr. Operations Manager with the Last Mile Analytics and Quality (LMAQ) team, you will oversee manual operations for fixing defects related to Maps and Routing, managing large teams of 700+ members. You will collaborate with program, product, technology, and...
-
Environmental Innovator and Strategic Leader
2 weeks ago
Hyderabad, Telangana, India Ekovamps Pvt Ltd Full timeCompany Overview:Ekovamps Pvt Ltd in Hyderabad is a pioneering organization dedicated to harmonizing ecological and technological advancements for environmental sustainability.We have developed the revolutionary product 'SMART TRASH COLONIZER' and a cutting-edge waste management model to ensure a pristine environment. Ekovamps aims to disrupt conventional...