Operations Team Manager

2 weeks ago

Mumbai, Maharashtra, India beBeeOperations Full time ₹ 85,00,000 - ₹ 90,00,000

Job Title: Operations Team Manager

About the Role:

We are seeking an experienced and skilled operations team manager to join our organization. This is a leadership role that requires excellent management skills, strong communication abilities, and a passion for driving business growth.

The ideal candidate will have a proven track record of achieving high levels of customer satisfaction, managing teams to achieve daily targets, and overseeing key performance indicators (KPIs) such as Average Handling Time (AHT), shrinkage, attrition, CSAT, and Service Level Agreements (SLAs).

Responsibilities:
  • Manage a team of agents to achieve daily targets, ensuring high levels of customer satisfaction and service quality.
  • Oversee AHT, shrinkage, attrition, CSAT, KPIs, and SLAs to maintain operational efficiency and effectiveness.
  • Develop and implement strategies to reduce shrinkage and attrition rates through effective people management practices.
  • Collaborate with other teams to resolve issues related to rostering, contact center operations, BPO operations, call center operations, team handling, and TL responsibilities.
  • Evaluate and improve business processes to drive growth and increase customer satisfaction.
Requirements:
  • Excellent verbal and written communication skills.
  • Strong leadership and management skills.
  • Ability to analyze data and make informed decisions.
  • Experience in banking, Revolut, anti-money laundering (AML), money laundering (ML), and KYC.
  • Proven track record of achieving high levels of customer satisfaction.
What We Offer:

Competitive salary and benefits package.

Ongoing training and development opportunities.

A dynamic and supportive work environment.

Opportunities for career advancement.

Flexible working arrangements.

How to Apply:

Interested candidates should submit their resume and a cover letter outlining their experience and qualifications.

We welcome applications from diverse candidates who share our passion for delivering exceptional customer service.

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