Operations Manager (Customer Success) Role : Operations Manager (Customer Success) Job description: Operations Manager Roles and responsibilities: 1. Measure teams performance and provide reports periodically including Team's Accuracy, Volume and SLA. 2. Measure team's metrics and provide deep dive analysis for the top drivers. 3. Work towards improving the team's performance by defining focus area and direction. 4. Manage capacity planning and scoping based on volumes and availability of resources for maximum productivity 5. Communicate product updates, known issues and outages to the team. 6. Manage escalations for Quality issues and DSAT issues 7. Finalize RCA for any involved escalations and send them to the onshore team for validation. 8. Work towards improving the process with process related initiatives 9. Work within clearly defined processes with instruction, guidance and direction when required 10. Report to the Site Lead on performance status and any escalations 11. Possess required process knowledge and a clear understanding of the daily business 12. Provide work direction and guidance to team members: ensure accuracy of the work of team members, their ability to operate under deadlines and to work on multiple tasks 13. Conduct performance appraisals for team members- provide input into the learning and career plans for team members 14. Provide feedback to the team for continuous improvement 15. Identify training needs of team members and facilitate learning set goals for the team and constantly monitor the process 16. Provide coaching and counseling to the team 17. Manage attrition and absenteeism 18. Support recruitment efforts for the team 19. Organizes time to deliver tasks set by others efficiently. 20. Communicate to Operations managers on a regular basis about updates within the team such as Resignations / Absconder etc.

Kolkata

Bangalore

Mumbai

Navi Mumbai

Nagpur

Kerala

Hyderabad

Chennai

Operations Manager - Customer Success - BPO/ITeS 

Job Description for Operations Manager - Customer Success - BPO/ITeS  in Aricent in  Kolkata Bangalore Mumbai Navi Mumbai Nagpur Kerala Hyderabad Chennai for (1-8) years of experience. Apply Now!

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