GM / AGM - Driver Support Center
21 hours ago
Job Overview:
As the Operations Manager – Customer Experience (Driver Support), you will lead and manage end-to-end support operations for Battery Smart's driver network. Your role involves driving team performance, ensuring service quality, and optimizing workflows to enhance driver satisfaction and operational efficiency. You will also be responsible for stakeholder management, achieving service and revenue targets, and fostering a high-performance work culture through continuous improvement initiatives.
Roles and Responsibilities:
1. Performance Management:
o Analyze and manage shrinkage and adherence to optimize staffing and reduce absenteeism.
o Monitor key performance indicators (KPIs) such as Average Handling Time (AHT), Absenteeism, Shrinkage, and Turnover rates to ensure team success.
o Drive team members to achieve target metrics for Service Level (SL), First Call Resolution (FCR), and Quality Scores.
2. Operational Efficiency:
o Oversee workflows to ensure timely and efficient delivery of services while meeting KPIs such as Turnaround Time (TAT) and FCR.
o Allocate resources effectively, optimize scheduling, and implement continuous process improvements to reduce costs and enhance quality.
3. Team Leadership:
o Set clear goals and expectations, regularly review team performance, and provide actionable feedback.
o Conduct training and development programs to enhance skills and productivity.
o Foster a positive work culture by addressing employee concerns and encouraging collaboration.
4. Drivers & Stakeholder Management:
o Act as the primary liaison for Drivers, ensuring satisfaction and high-quality service delivery.
o Prepare and present performance reports, highlighting areas of improvement and achievements.
o Resolve escalations promptly and address service delivery challenges effectively.
5. Quality Assurance:
o Ensure compliance with Service Level Agreements (SLAs), regulatory standards, and company policies.
o Conduct and track regular audits and provide feedback to maintain high quality service.
6. Revenue and Relationship Management:
o Manage monthly revenue targets and drive upselling efforts to achieve organizational goals.
o Review targets on a weekly basis, build strong partnerships, and address upselling- related queries effectively.
Qualifications and Skills:
o 10+ years of proven experience in customer experience operations, team leadership, and performance management within fast-paced, service-driven environments.
o Strong analytical skills with the ability to monitor and optimize KPIs.
o Excellent client management and stakeholder communication abilities.
o Familiarity with operational workflows and quality assurance processes.
o Ability to manage revenue targets and drive business growth initiatives.
o A collaborative leader with a focus on continuous improvement and employee development.
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