Manager Operations

Job Role:

Required Experience:

Shift Timing:

Primary Skills:

• Must have team handling experience.
• Set targets for the teams.
• Should have previous experience in email or chat process.
• Experience of handling international contact centers is must.
• Good knowledge of social media is added advantage.
• Schedule and organize shift patterns for team members to ensure that customers are never left unattended.
• Understand all organization's products, services, procedures and guidelines and communicate same to all team members
• Prepare forecasts and plan the operations accordingly.
• Monitor all queries/interactions to ensure that due procedures and quality standards are strictly adhered to
• Facilitate and organize training session for all agents and participate in recruitment of new agents & team leaders Conduct regular review of all the team leaders performance and organize training sessions for under performers
• Submit regular reports to management and seek new ideas and strategies to improve performance at the center
• Keep up with trends and happenings in the industry and ensuring adherence to industry standards
• Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges.
• Drive team leaders performance
• Communication with client to ensure liaison with them through email slack and whatsapp
• Availability throughout the HOOP 18*7
• Attention to detail and readiness to do dive into issues realtime
• Readiness to learn the product and use logical reasoning while helping the team respond to cases