Operations Lead

2 days ago

Bengaluru, Karnataka, India Narayana Health Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About the Role: We are looking for an experienced and results-driven Operations Lead to oversee the day-to-day management of our Contact Centre operations. This role requires a strong leader with excellent problem-solving abilities, a focus on operational efficiency, and a passion for delivering exceptional customer service. The Operations Lead will work closely with team leaders and cross-functional departments to ensure operational goals are met, improve performance, and maintain a high level of customer satisfaction.

Location: BangaloreQualifications:5+ years of experience in managing partner management in contact centre operations2 - 3 years of experience in a team lead roleAny GraduationKey Deliverables:Lead, manage, and develop the contact center operations team, including supervisors, agents, and support staff. Oversee daily operations to ensure customer inquiries are handled promptly and professionally, meeting established KPIs (e.g., service levels, response times, quality standards). Implement and optimize operational processes to improve productivity, customer satisfaction, and cost efficiency.

Monitor and analyze key metrics (e.g., SLA, AHT, First Call Resolution, customer satisfaction) and take corrective actions to address performance gaps. Develop and manage staffing plans in collaboration with the Workforce Management team to ensure appropriate coverage and performance. Drive continuous improvement initiatives across operations by leveraging data, feedback, and best practices.

Work with Training and Quality teams to ensure consistent agent performance through coaching, skill development, and adherence to quality standards. Prepare and deliver regular reports on contact center performance to senior management, providing insights and recommendations for improvement. Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction.

Manage resource allocation and optimize operational efficiency across different shifts or locations. Stay updated on industry trends, technologies, and best practices, integrating them into the contact centre strategy as applicable. Functional Skills:In-depth knowledge of contact center technologies (e.g., ACD, CRM, WFM, call recording systems) and performance metrics.

Excellent analytical skills and experience working with performance data to drive improvements. Proficiency in Microsoft Office Suite, with advanced Excel skills preferred. Behavioral Skills:Proven track record of improving operational efficiency, customer satisfaction, and achieving business goals.

Displays leadership and team management skills, with the ability to motivate and develop staff. Strong problem-solving, communication, and interpersonal skills. Ability to thrive in a high-pressure, fast-paced environment and manage multiple priorities.

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