Job
Description
You will be responsible for overseeing and managing voice operations in a fast-paced BPO environment as the Operations Manager. Your role will require you to lead and supervise voice and chat operations to ensure efficiency, quality, and adherence to client Service Level Agreements (SLA). It will be essential for you to train, mentor, and develop teams to enhance productivity and performance, while also driving operational best practices to streamline and optimize processes. As the Operations Manager, you will need to develop and execute strategies for continuous improvement and cost-effectiveness in operations. Collaboration with stakeholders to align operations with business objectives and client needs will be crucial. Building strong client relationships to ensure satisfaction and long-term business partnerships will also be a key aspect of your role, along with effectively managing escalations and demonstrating sound judgment and problem-solving skills. Monitoring key performance metrics such as average handling time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT) will be a part of your responsibilities. You will need to analyze trends, identify challenges, and implement data-driven strategies to improve results. Managing workforce planning for adequate staffing levels during peak periods and driving innovations to enhance service delivery and the customer experience will also be within your purview. To excel in this role, you will need to showcase street-smart leadership, proven expertise in leading voice and chat operations in a BPO setup, and a results-oriented approach to meet or exceed operational KPIs. Strong communication and interpersonal skills for client relationship management, experience in process improvement, and the ability to motivate and lead diverse teams will be essential. Familiarity with BPO tools like CRM platforms, workforce management software, and analytics tools will also be beneficial. Minimum qualifications include being a graduate with relevant experience in managing teams in a contact centre, BPO, or vendor management environment. Fluency in English (verbal and written) and a strong knowledge of solution design processes, operating models, and contact centre technology are required. Additionally, you must be comfortable working in a 24*7 environment, 100% from the office, and night shifts. Join us as a Manager in Gurugram, India, on a full-time basis and showcase your expertise in operations management.,
