Strategic Operations Leader for Customer Experience

2 weeks ago


Hyderabad, Telangana, India Firstsource Full time

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 Us

We 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 Description

We 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 Package

Salary: ₹12,00,000 - ₹15,00,000 per annum (estimated)



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