Operations Manager

Job Description

About Process : • Responsible for operations delivery for the customer service process for the largest • Key KPIs include Service Levels, NPS/CSAT and Quality Assurance • People Metrics Shrinkage and Attrition • Channel of service – Inbound Voice, Social Media, Chat & Email • Conducting Performance Reviews and Coaching for team members • Weekly client interaction • Quality and Training • Team management / Performance evaluation • Process Improvement / Compliance • Identify and drive continuous improvements and initiatives in process • Compliance ,Controlling shrinkage & Attrion ,Grooming , Revenue generation , for end to end functioning of the team • Running day to day operational activities like Performance Management, Rewards & Recognition, Coaching & Feedback (Including people development) • Proper understanding of issues and concern, followed by appropriate action through Team meetings and Regular one to ones with the Direct repartees • Appraise each Team member, create a development plan and identify training needs • Ensured the entire team adheres to the audit requirements not restricted to compliance of process procedures ,Business Process improvement , SLA Management , Client Coordination , Client Management ,Team Motivation ,Scheduling & Forecasting , Floor Adherence • Improve the overall client experience by coaching, role modelling, and providing a high standard of client service • Create a powerful and compelling vision, show enthusiasm, excitement, and passion for challenging organizational • Provided supervision to develop customer service representative's skills in order to achieve operational and organizational objectives • Managed third party vendor relationship and service level agreement to ensure quality customer service • Administered all policies and procedures to effectively run a successful business • Handling People and Process issues in professional way to ensure 100 % employee satisfactio