Operations Manager

Job Description

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Key Responsibility:

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  Leads and communicates the Service Operations Strategy to team Leads and team members.
  
  


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  Will be the Primary Lead supporting our Key Account Leads for ensuring customer satisfaction.
  
  


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  Will be responsible for margins and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business team.
  
  


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  Identify opportunities of improvement and growth in the account.
  
  


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  Maintain continuous focus on process metrics, quality and cost and to escalate exigencies and non-compliances.
  
  


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  Provide functional support & direction on operational needs to the team leads and team members.
  
  


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  Alignment of metrics with the client through internal and external calibrations.
  
  

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  12-15 years of overall experience and should be a Graduate.
  
  


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  People Management experience of at least 8+ years.
  
  


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  Experience in working with Retail accounts in BPO set up.
  
  


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  Well versed Key contact centre CPM's -Service levels and Customer Satisfaction.
  
  


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  Excellent Communication Skills (Verbal & Written).
  
  


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  Strong interpersonal skills, self-confidence, leadership capabilities.
  
  


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  Ability to think analytically. Should possess strong implementation skills and problem-solving approach.
  
  


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  Ability to prioritise tasks appropriately and recognise when issues need escalation. 
  
  

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