Senior Operations Manager

Description:

About the job:

Senior Operations Manager, Contact Centre will be responsible for overseeing the overall operations of the contact centre, ensuring a high level of customer service, operational efficiency, and team performance. This role involves managing a team of managers and supervisors, developing strategies to enhance customer experience, and implementing best practices to drive productivity and business success.

Skills:

- Managing day-to-day operations and ensuring smooth workflow.

- Support the operations in planning and implementing strategies to optimize processes and improve efficiency.

- Coordinate with various departments to streamline operations and resolve any issues.

- Supervise and provide guidance to team members to ensure tasks are completed accurately and on time.

- Monitor key performance indicators (KPIs) and implement corrective actions as needed to meet targets. (internal and external).

- Assist in the development and implementation of operational policies and procedures.

- Handle escalated customer inquiries or complaints and ensure timely resolution.

- Conduct regular performance evaluations and provide feedback to team members.

- Collaborate with other departments to implement new initiatives or projects.

- Maintain accurate records and documentation related to operations.

Qualifications:

Postgraduation/Graduation

Experience:

- Minimum 8 years of experience in operations.

- Should be familiar with contact centre system/setup.

Others:

- Minimum of 8 years of experience in operations or related roles.

- Strong leadership and managerial skills.

- Excellent communication (English and Hindi) and interpersonal skills.

- Analytical mindset with the ability to solve problems and make data-driven decisions.

- Proficiency in Microsoft Office suite, including Excel, Word, and PowerPoint.

- Ability to multitask and prioritize tasks effectively in a fast-paced environment.

- Attention to detail and a commitment to accuracy.

- Flexibility to adapt to changing priorities and requirements.

- Experience in the retail or service industry is a plus.

- Required inbound and outbound CC experience