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Operations Manager 2

6.00 to 10.00 Years   Gurugram   12 Jun, 2022
Arvato
Job LocationGurugram
EducationNot Mentioned
SalaryRs 6 - 10 Lakh/Yr
IndustryBPO / Call Center
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    Roles and ResponsibilitiesManager - Operations:Managing operations of the front end and back end teamsMonitoring team performance , productivity and service levels on an ongoing basis.To be responsible for end to end customer contact processes and associated customer experience.Supporting across team initiatives to drive improvements, improve efficiency and reduce complaints.Collaborate with internal support teams to implement quality and training assurance programs fornew hires and experienced employees.Identifies and recommends or acquires updates and expansions to technology, equipment andpolicies that may improve customer experience and process efficiency.Encourage problem solving, strategic thinking and customer first approach among the team.Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging andsupporting the development of your team to ensure better performance and succession planning.Working with HR team to drive the recruitment & selection of Team Leader and Advisors.Carry out regular 121s to ensure clear communication and expectations with the team members.Embed a performance culture, framework and review processes to achieve service levels andimprovements against set targetsBuilding and maintaining effective internal and external stakeholder relationshipsMaintain open and honest channels of communication at all levels across the business to facilitatebest in class sharing and root cause analysis.Work with the WFM team to ensure the most effective resource plans are developed and achievedEnsures service targets, SLAs and KPIs are continually reviewed and expectations are met withoptimum levels of quality & service delivery.Requirements:Minimum 7 years of International experience with minimum 2 years in AM/DM rolesInternational contact center experience is preferredExcellent communication and interpersonal skillsHave proven experience in setting up processesStrong supervisory and leadership skills.Analytical skills and problem solving skillsInterested candidates are can send their resumes at hidden_email or call at hidden_mobile,

Keyskills :
salesdeliverycustomer relationsmarketingmanagementfront endroot causecontact centerservice levelsproblem solvingteam performancecustomer contactstrategic thinkingcustomer experiencewfmsetslasroot

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