Job Description: Operations Manager
Position Manager - Operations
Minimum Skills - Operations Management
- SLA Management
- Team Management
- Stakeholder Management
- Total Work Experience of about 7 years - 8 years
- Have dealt with internal and external Customers
Job Description
Responsibilities
Customer support team is responsible for managing customer experience. Team interacts with customers through various mediums like voice, non-voice, and social media at different touch points during the customer's journey.
Job Description
Responsibilities
- Should be able to manage SLA's with partner and review the performance on daily, weekly and monthly basis.
- Be a single point of contact for the partner for any operational issues/challenges on a day to day basis.
- Work on empowerment for call centre agents by recommending process /policy to be implemented at the contact centre to resolve customer issues at the first instances.
- Achieve superior business results through proper co-ordination with operations team at the partner location.
- Improve Customer Satisfaction through effective collaboration
- Very deep understanding of call centre tools, systems and processes especially CRM, ACD, CTI aspects
- Strong process orientation and knowledge
Note: Preferred candidates only from Bangalore Location
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