Operations Manager

7 days ago

Chennai, Tamil Nadu, India Autosense Private Limited Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

Key Responsibilities

  1. Inbound Operations Management

  2. Oversee daily operations of inbound call queues (customer service, support, etc.).

  3. Ensure adherence to SLAs such as Average Speed of Answer (ASA), First Call Resolution (FCR), and abandonment rates.

  4. Optimize call routing and IVR efficiency.

  5. Team Leadership

  6. Supervise team leaders, quality analysts, and customer service representatives (CSRs).

  7. Coach and mentor staff to improve performance and customer interaction quality.

  8. Handle staffing needs, including hiring, training, and scheduling.

  9. Customer Experience Management

  10. Monitor call interactions to ensure quality and compliance with scripts, procedures, and tone.

  11. Handle escalated calls and complaints.

  12. Implement strategies to improve CSAT, NPS, and reduce customer effort.

  13. Workforce & Capacity Planning

  14. Forecast call volumes and plan adequate staffing to meet demand.

  15. Coordinate with WFM (Workforce Management) teams for roster creation and adherence.

  16. Manage real-time call center performance through dashboards and live metrics.

  17. Performance Monitoring & Reporting

  18. Track and analyze KPIs such as:

  19. Average Handling Time (AHT)

  20. First Call Resolution (FCR)
  21. Service Level (SL%)

  22. Customer Satisfaction Score (CSAT)

  23. Generate daily/weekly/monthly reports for internal reviews and client presentations.

  24. Quality Assurance & Compliance

  25. Ensure compliance with company policies and industry regulations (e.g., GDPR, HIPAA if applicable).

  26. Work closely with QA teams to define quality benchmarks and audit criteria.

  27. Drive corrective actions based on audit results and customer feedback.

  28. Process Improvement

  29. Identify bottlenecks and inefficiencies in call handling.

  30. Collaborate with cross-functional teams (IT, product, HR) to streamline processes.
  31. Implement automation or knowledge management tools to enhance efficiency.

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