Senior Operations Manager - Customer Service Representative

You will be responsible for coordinating the transition process, including resource planning, infrastructure development, process definition documentation, process training, and certification. Additionally, you will be involved in operations resource planning, quality planning, process compliance, talent management, and service delivery. - Coordinate transition process by planning and identifying resources, coordinating infrastructure and technology requirements with the transition team - Finalize process definition documentation and sign off for specific processes within your purview to finalize the To Be process - Provide inputs on training and certification methodology to ensure right skilling on engagement - Plan and monitor resource deployment, team size, span, shift utilization, skill sets, technology rollout, and ongoing monitoring for specific processes to ensure budget pricing assumptions compliance - Review service quality plan, including quality control, assurance, and improvement, to create a comprehensive quality program for specific processes - Review process compliance and sign off on SOP changes as part of the quality plan to ensure robustness of the process - Implement career development and succession plan for direct reports, as well as career development methodology for the team in specific processes to ensure sustainable employee engagement and motivation - Have experience in Voice process and driving Customer Satisfaction (C Sat) and Net Promoter Score (NPS) as deliverables - Experience in driving up selling in the process - Responsible for individual performance metrics such as productivity, accuracy, and utilization - Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvements - Accomplish organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments Qualification Required: - Operations experience, specifically in Customer Service,