Operations Manager
2 weeks ago
Key Responsibilities:
- Operational ManagementOversee the daily functioning of customer care teams across channels (voice, Chat, etc.)
- Implement and improve standard operating procedures (SOPs) for customer service
- Monitor KPIs such as response time, resolution time, CSAT, NPS, FCR, etc.
- Manage staffing, scheduling, and capacity planning to ensure adequate coverage
- Ensure compliance with SLAs and company policies
- Team LeadershipLead, coach, and mentor customer care supervisors and agents
- Conduct regular performance reviews and develop training plans
- Foster a culture of accountability, ownership, and continuous improvement
- Customer Experience & QualityAnalyze customer feedback and support data to identify trends, gaps, and improvement areas
- Collaborate with QA teams to monitor call/chat/email quality and provide feedback
- Resolve complex or escalated customer issues and complaints
- Process Improvement & ReportingDrive initiatives to enhance customer experience, reduce contact volume, and improve efficiency
- Work with cross-functional teams (Product, Tech, Sales, etc.) to resolve systemic issues
- Create and present regular reports on customer care metrics and insights to leadership
Required Skills & Qualifications:
- Any Degree, Hindi Speaking is Mandatory.
- 5 years of experience in customer care or contact center management, including at least 2 years in a leadership role
- Strong understanding of customer service KPIs and analytics
- Proficiency in CRM and helpdesk tools (e.g., Tech info, Salesforce, etc.)
- Excellent communication, leadership, and conflict resolution skills
- Proven ability to manage large teams in a high-volume, fast-paced environment
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