Senior Operations Manager

Senior Operations Manager, Contact Centre will be responsible for overseeing the overall operations of the contact centre, ensuring a high level of customer service, operational efficiency, and team performance. This role involves managing a team of managers and supervisors, developing strategies to enhance customer experience, and implementing best practices to drive productivity and business success.

Skills :

• Managing day-to-day operations and ensuring smooth workflow.
• Support the operations in planning and implementing strategies to optimize processes and improve efficiency.
• Coordinate with various departments to streamline operations and resolve any issues.
• Supervise and provide guidance to team members to ensure tasks are completed accurately and on time.
• Monitor key performance indicators (KPIs) and implement corrective actions as needed to meet targets. (internal and external).
• Assist in the development and implementation of operational policies and procedures.
• Handle escalated customer inquiries or complaints and ensure timely resolution.
• Conduct regular performance evaluations and provide feedback to team members.
• Collaborate with other departments to implement new initiatives or projects.
• Maintain accurate records and documentation related to operations.

Qualifications :

Minimum graduation

Experience :

• Minimum 8 years of experience in operations.
• Should be familiar with contact centre system/setup.

Others :

• Minimum of 8 years of experience in operations or related roles.
• Strong leadership and managerial skills.
• Excellent communication (English and Hindi) and interpersonal skills.
• Analytical mindset with the ability to solve problems and make data-driven decisions.
• Proficiency in Microsoft Office suite, including Excel, Word, and PowerPoint.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Attention to detail and a commitment to accuracy.
• Flexibility to adapt to changing priorities and requirements.
• Experience in the retail or service industry is a plus.
• Required inbound and outbound CC experience