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Operations Manager

2 weeks ago

Bengaluru, Karnataka, India beBeeCustomerCare Full time ₹ 1,04,000 - ₹ 1,30,878
Key Deliverables

The successful candidate will be responsible for managing the day-to-day operations of customer care services, focusing on ticket/email/chat support.

  1. Build and monitor frameworks to ensure efficient management of customer care services.
  2. Plan and manage manpower to meet ticket volume demands effectively.
  3. Track and improve key performance metrics such as CSAT, FRT, SLA, and Ticket Aging.
  4. Coordinate with teams to resolve issues faced by outsourced partners and customers.
Role Responsibilities

The role requires a consultative approach, working closely with business partners to identify effective monitoring strategies and performance gaps.

  1. Consult with business partners to determine effective monitoring strategies.
  2. Schedule and oversee governance meetings to discuss performance, processes, and quality metrics.
  3. Manage reporting, MIS, tracking, and database management for LMS activities.
  4. Set expectations and drive KPIs for your team while achieving individual targets.
  5. Oversee operations of Email Support from ticket creation to resolution, ensuring compliance with SOPs and collaboration with dependent teams.