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21/06 Rajiv Arora
Managing Director at JDV Consulting

Views:6079 Applications:280 Rec. Actions:Recruiter Actions:7

Operations Manager - Customer Service/Contact Center - eCommerce (10-15 yrs)

Pune Job Code: 464287

Our client, a leader in ecommerce, is hiring for the role of Operations Manager.

The Operations Manager will be responsible for setting the vision and direction of your teams at our Pune Customer Service/Contact Center. You will lead a large team of up to 300-500 associates, Team managers- and Group managers to improve customer experience, increase output and maintain service levels. The contact center provides support to both the North American, European and India business units in email and chat contact mediums. This is a senior-level management position that is fully accountable for the results of the reporting teams at the customer service center.

Responsible for the overall direction, coordination, and evaluation of the teams under management.

Understands and demonstrates the company's core values and Leadership Principles. Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures.

Knowledge & Skills Required

- Bachelor's degree in any discipline.

- Demonstrates ability to influence, lead and present ideas via clear written and oral communication. Demonstrates emotional maturity and grace under challenging environment all communications.

- Builds positive productive relationships with many internal customers and partners around the world. Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies. Deals with the complexity of multiple lines of business and regions. Acts as the thought leader and strategist for Customer Service's email and chat capabilities. Develops and drives strategies and programs which improve the market position of the Company.

- Strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an extraordinary level of dedication, motivation, and intelligence.

- Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/email center, and current technologies to help handle that workflow.

Possess extraordinary analytical capabilities.

- Possess specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean and other improvement methods is required.

- Twelve years or more management experience in a fast paced, rapidly changing operations environment.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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