Operations Manager

• Total Experience = 10+yrs
• 1+ yrs as Operations Manager on paper
• Domestic Outbound (Sales) experience mandatory || Real Estate experience preferred
• 6 days working
• Sunday Week offs (Tentatively)
• Work Location : Mahape, Navi Mumbai
• Day Shift

Role & responsibilities

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 Outbound Voice (Sales)

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 & Attrition ,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 satisfaction

Education:

• Any Graduate