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Infosys BPM Limited logo

Operations Manager- Customer Service

5 - 9 years

0 Lacs

karnataka

Posted:2 weeks ago| Platform: Shine logo

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Skills Required

operations management resource planning career planning performance management kra kpi training governance data analysis quality compliance project management change management process improvement six sigma lean projects transition management knowledge management training need analysis business acumen communication team management work force management team sla process adherence best practices replication positive attitude

Work Mode

On-site

Job Type

Full Time

Job Description

You will be responsible for managing customer service operations, resource planning, career planning, performance management, work force management, team SLA, KRA, KPI training, and regularly formulating and executing internal and external governance strategies. You will effectively review and handle client escalations, monitor and analyze key performance indicators (KPIs) such as ticket resolution times, user satisfaction, and escalation rates to drive continuous improvement. Your role will involve driving process adherence and quality compliance through audits, analyzing complex data to share key process and business insights with the leadership team, and project managing complex change initiatives by partnering with clients. You should have experience in leveraging proven expertise to replicate best practices and standards, realizing cross-industry synergies, and identifying process improvement opportunities. You will be expected to mentor and implement process improvement excellence, Six Sigma, and lean projects. Experience in managing transition accounts and driving early-stage interventions to ensure right-first-time implementation processes is crucial. Collaborating closely with the training team to drive key knowledge management initiatives and implement training need analysis will be part of your responsibilities. The ideal candidate will possess strong business acumen, excellent communication skills, a proactive approach, effective team management abilities, and a positive attitude. Preferred skills include regular customer service experience.,

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