Senior Operations Manager
5 hours ago
About Us
Firstsource, a leading provider of customized Business Process Management (BPM) services, is a trusted partner to 100+ leading brands. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across various verticals.
Job Overview
We are seeking an experienced Senior Operations Manager to lead and enhance operations in our Customer Care Call Center specializing in the automobile industry.
Main Responsibilities
- 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), identify and resolve bottlenecks, and ensure smooth workflow and operational effectiveness.
- Customer Experience Enhancement: Handle escalated customer queries and complaints, monitor and analyze customer feedback, and 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 to enhance service delivery.
- Compliance and Standards: Ensure adherence to company policies, industry regulations, and quality standards.
Key Requirements
- 5+ years of experience as Team handling and 2 yrs as Assistant Manager -Ops for voice process.
- Graduation is must.
Benefits
The ideal candidate will have strong leadership and communication skills, with excellent problem-solving and analytical abilities. The estimated salary range for this position is ₹800,000 - ₹1,200,000 per annum, based on location and experience.
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