Assistant Operations Manager

As an Assistant Operational Manager, you will play a crucial role in leading and overseeing the customer service operations. Your responsibilities will include handling customer escalations, providing effective resolutions, managing a team, and ensuring operational excellence to enhance customer satisfaction. Your key responsibilities will involve: - Customer Escalation Management: - Handle high-level customer escalations professionally and ensure quick resolution. - Maintain composure while resolving critical issues to prevent client dissatisfaction. - Analyze recurring issues and implement preventive measures. - Identify root causes of issues and develop strategies for prevention. - Team Leadership: - Lead, mentor, and manage a team resolving customer queries and escalations. - Conduct regular team meetings, training sessions, and performance reviews. - Foster a positive work environment for collaboration and high performance. - Operational Excellence: - Develop and implement customer service policies and procedures. - Monitor team performance metrics and collaborate with other departments for holistic improvement. - Client Relationship Management: - Build strong relationships with key clients and act as a point of escalation for high-priority clients. - Conduct periodic reviews with clients to gather feedback and implement improvements. - Reporting and Analysis: - Prepare detailed reports on customer complaints, resolutions, and team performance. - Use data-driven insights to recommend process improvements and monitor customer feedback trends. Skills Required: - Strong problem-solving and conflict-resolution abilities. - Excellent leadership and team management skills. - Exceptional communication and interpersonal skills. - Proficiency in customer relationship management (CRM) tools. - Analytical mindset with the ability to interpret data and implement changes. - Ability to work under pressure with a customer-first attitude. Key Competencies: - Customer Focus: Understanding customer needs and expectations. - Empathy: Handling sensitive situations with care and professionalism. - Leadership: Inspiring, guiding, and growing the team. - Accountability: Results-oriented approach to meet organizational goals. - Adaptability: Flexibility to handle dynamic situations and client expectations. The company offers benefits such as health insurance, opportunities for professional growth, and a collaborative work environment. The job is full-time and permanent with day, fixed, and morning shifts. Performance bonuses are also provided.,