Magicbricks.com - Head - Operations - Contact Center

Position: Head of Operations

Location : Noida

Responsibilities :

- You would be responsible for the overall Operations of the contact center and delivery teams

- You would need to manage and track day to day operations for the field verification team. This would entail working closely with the sales and product teams to ensure accuracy of data and details on the website.

- You would look into getting Operational Excellence & Optimization - Pro-actively suggest measures to improve product support flows.

- You would need to provide inputs to sales, product, content and other teams to provide adequate data required.

- The role would entail Strategic Planning, People and Vendor Management

- You would be responsible for working on cross functional team projects which would entail coordinating between different departments and working on improving various operational functions

Candidate Profile :

- 10+ years of experience of managing large teams

- Strong inclinations / expertise of process improvements and re-engineering

- Experience of driving quality management systems to improve effectiveness in teams / processes

- Understanding of key levers to manage operations - trackers, delegation metrics, exceptions trackers, skill gap specific trainings, CSAT, NPS, etc.

- You should be a very strong people manager with the ability to motivate and get best delivered from teams