Manager - Operations - BPO Industry

Operations Manager L6 (Reports to CEO) - Frontizo (Panchkula)

L6 CS Operations Manager:

Overview: Frontizo Business Services Private Limited ("Frontizo") is a joint venture between Amazon Group and Patni Group, based out of Bengaluru, Karnataka and Panchkula, Haryana. At Frontizo, our vision is to be a customer centric company that transforms the way our customers buy and interact online; to build a place where people set high bar on customer obsession. Frontizo offers employees excellent learning and growth opportunities within the organization. We have a strong culture and best practices that consistently display leadership attributes required for a fast paced, growing, & challenging environment. We are a company that provide customer service solutions as a global outsourcing partner via mediums like phone, email, and chat in English and Hindi languages.

LOCATION : Panchkula, India

REPORTEES : Team Managers & Group Managers

REPORTING TO : CEO.

If you have the desire to drive process improvement and motivate and lead a team of extraordinarily inspired, customer-obsessed associates and customer service managers, all while analyzing systemic issues and implementing solutions to challenging problems, we have the career you're looking for!

Summary of Responsibilities :

- The Operations Manager will be responsible for setting the vision and direction of your teams at our Chandigarh 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 Frontizo's core values and Leadership Principles. Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentors' others in developing Leadership behaviors. Hires, handles, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement within Frontizo.

- Actively seeks to understand Frontizo core business values and initiatives and translates those into everyday CS practices. Works with the GM - Operations to derive at strategy to achieve overall site goals. Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success. Effectively applies great practices to all strategic decisions. Solves complex customer service issues by identifying and eliminating root cause barriers to accuracy, output, and quality. Maximizes resources for the greater good of the organization.

- Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes as necessary to provide the ability to better service multiple work types. Continually measures and evaluates all work processes using Kaizen, Lean and other improvement methods. Develops and achieves performance goals and objectives in order to deliver an extraordinary customer experience. This position requires the applicant who has the ability to dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our increasing growth while motivating others to meet the challenges of a performance-based culture in an extraordinarily challenging environment.

Basic Qualifications:

- Bachelor's degree in any discipline. 15-18 years of overall experience and 8-10 years of managerial exposure.

- 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.

- Good understanding on North America customer support processes, should be willing to work in Night shifts. 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 North America Processes, 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.

- Fifteen years or more management experience in a fast paced, rapidly changing operations environment. Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. A bachelor's degree, or higher, in operations, or a related field, is required.

Preferred Qualifications: The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).