Operations Manager

5 days ago

Bengaluru, Karnataka, India Infosys Full time ₹ 20,00,000 - ₹ 25,00,000 per year
Key Responsibilities:
  • Key Responsibilities
  • Operational Management
  • Manage and optimize daily operations ensuring seamless delivery of services to clients
  • Oversee team leads agents and support staff
  • Monitor and analyze KPIs e
  • g
  • Accuracy Brand Guideline Adherence Average handling time Customer satisfaction etc
  • Process Improvement
  • Identify areas for process improvements and implement changes to enhance efficiency quality and customer experience
  • Collaborate with cross functional teams to design and implement new processes procedures and technologies
  • Develop and maintain process documentation e
  • g
  • SOPs workflows training materials
  • Team Management
  • Lead motivate and develop a high performing team
  • Foster a culture of continuous learning coaching and feedback
  • Ensure effective communication collaboration and conflict resolution within the team
  • Client Management
  • Build and maintain strong relationships with clients
  • Manage client expectations resolve issues and provide regular updates on performance and progress
  • Quality and Compliance
  • Ensure compliance with regulatory requirements industry standards and company policies
  • Develop and implement quality control processes
  • Conduct regular audits and monitoring to ensure adherence to quality and compliance standards
  • Reporting and Analytics
  • Develop and maintain reports on operational performance
  • Analyze data to identify areas for improvement and provide recommendations to stakeholders
Additional Responsibilities:
  • Requirements
  • Education Bachelor s degree or equivalent
  • Experience
  • 8 10 years of experience in BPO operations preferably in management or leadership role
  • Preferred qualifications include prior experience in one or more of the following areas Email Marketing Martech Digital Marketing Copywriting Social Media Reporting and website management Operations
  • Prior experience in banking or financial institutions will be an advantage
  • Skills
  • Strong communication skills
  • Direct client interaction experience
  • Strong leadership and management skills
  • Excellent communication interpersonal and customer service skills
  • Analytical and problem solving skills
  • Process improvement and project management skills
  • Experience with quality control and compliance management
  • Familiarity with BPO operations CRM systems workforce management tools and performance metrics
  • Ability to manage Email marketing Martech Digital marketing Copywriting Social Media reporting Statement ops teams
  • Certifications Relevant certifications e
  • g
  • Six Sigma Lean Call Center Management are an asset
Preferred Skills:

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