FuelBuddy - Manager - Operations

Responsibilities:

- Overall governance and service delivery of the Chat team.

- Stakeholder management for day-to-day operations.

- Act as the first point of contact for any inter-department coordination.

- Monitor and guide a team of Associate Managers to ensure productivity parameters are met.

- Manpower planning and resource allocation for peak and lean seasons of business.

- Adherence to service and quality benchmarks to provide a world-class experience for customers.

- Manage performance parameters of the Chat team (AHT, FRT, attrition, shrinkage, etc.) and take corrective actions where necessary.

- Data analysis to identify improvement opportunities in the process.

- Run process improvement initiatives and drive efficiency.

- Own CSAT/NPS metrics for Chat.

- Oversee and demonstrate flexibility to meet various business demands, including the readiness to provide operational support during evenings or weekends as necessary to meet business requirements.

Skills Required:

- People Management

- Operations Management

- Service Delivery

- Customer Experience