iOPEX Technologies - Program Manager

Job Brief

Key Responsibilities

• Maintain high quality of standard for services rendered as per service level agreements.
• Review, guide various support teams involved in supporting the program, Ex : Quality, WFM, Hiring & Training Present iOPEX performance to clients during weekly, monthly and quarterly business reviews
• Identify process improvements for improvised customer experience
• Build new teams from scratch and scale them up.
• Implement and track KRAs for roles within the program and measure performance of team members Monitor customer feedback and address issues promptly.
• Motivate and effectively performance manage Team Leads within the program to ensure delivery of overall targets and business plan.
  

Roles & Responsibilities

• Maintain high quality of standard for services rendered as per service level agreements.
• Identify process improvements for improvised customer experience
• Review, guide various support teams involved in supporting the program, Ex : Quality, WFM,
  

• Monitor customer feedback and address issues promptly.
• Motivate and effectively performance manage Team Leads within the program to ensure delivery of overall targets and business plan.
  

• Service Delivery 9
• Networking 8
• Customer Support 9
  

Other Skills

• Bachelor's degree is a must.
• Proven experience in operations management, with a track record of achieving operational efficiency.
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Proficiency in using relevant software and tools for operations management along with presentation skills.
• Strong communication and interpersonal skills. Exhibit high customer centric behaviour