iOPEX Technologies - Program Manager

Job Brief:

This role is to oversee the daily operations of a contact centre predominantly involved in providing tech support services for a technology enabled home product.

Key Responsibilities:

- Maintain high quality of standard for services rendered as per service level agreements.

- Review, guide various support teams involved in supporting the program, Ex : Quality, WFM, Hiring & Training Present iOPEX performance to clients during weekly, monthly and quarterly business reviews

- Identify process improvements for improvised customer experience

- Build new teams from scratch and scale them up.

- Implement and track KRAs for roles within the program and measure performance of team members Monitor customer feedback and address issues promptly.

- Motivate and effectively performance manage Team Leads within the program to ensure delivery of overall targets and business plan.

Work Time: US shift hours Pacific Time Zone (i.e. India Night Shift Only), 100% Work from Office position.

Roles & Responsibilities:

- Maintain high quality of standard for services rendered as per service level agreements.

- Identify process improvements for improvised customer experience

- Review, guide various support teams involved in supporting the program, Ex : Quality, WFM,

Hiring & Training

- Monitor customer feedback and address issues promptly.

- Motivate and effectively performance manage Team Leads within the program to ensure delivery of overall targets and business plan.

Competencies For the Job

Skills

- Language Proficiency Comments

- Service Delivery 9

- Networking 8

- Customer Support 9

Other Skills:

- Bachelor's degree is a must.

- Proven experience in operations management, with a track record of achieving operational efficiency.

- Strong leadership and team management skills.

- Excellent problem-solving and decision-making abilities.

- Proficiency in using relevant software and tools for operations management along with presentation skills.

- Strong communication and interpersonal skills. Exhibit high customer centric behaviour