Operations Manager - Chat Process - BPO

We have an Urgent opening with one of the Top BPO MNC's in the world, position based out of Gurgaon for Manager Operations - Chat Process (US)

Job Title: Manager Operations

Industry: BPO/ITES

Department: Operations

Salary: Hike as per industry norms

Location: Gurgaon / Bangalore

Experience: 08-12 years

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Analyze performance results and implement department improvements.

Analyze and maintain all Client Service Level Agreements.

Resolve escalated customer complaints.

Support the data collection for billing process, including ISRS, billable/non-billable hours.

Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirements.

DESIRED CANDIDATE PROFILE:

Should have experience in handling an International Chat process with expertise in driving Customer Satisfaction related deliverables.

Experience in handling a semi-technical process is preferable, however not mandatory

Must have prior experience in Process excellence initiatives

Proven ability to analyze and improve work processes and policies.

Work well under pressure, professional demeanor, and strong communication skills (verbal & written).

Flexible & ready to work in rotational night shifts.

Company Profile:

One of the largest providers of business processing outsourcing (BPO) services globally.

Kavita
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