Job Opportunity For Operations Manager

JOB OPPORTUNITY FOR OPERATIONS MANAGER FOR NOIDA .
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Job Description
As a CX Operations Manager, you will serve as a strategic leader dedicated to streamlining operations, reducing costs, and increasing productivity through proven methodologies and cutting-edge technology.
You will be responsible for the daily oversight of voice operations, ensuring that the team delivers high-quality customer experiences while meeting and exceeding performance goals.
Key Responsibilities
Team Leadership and DevelopmentSupervise, mentor, and provide direct leadership to Team Leaders and Senior Team Leaders.
Motivate team members to uplift their performance and achieve professional growth.
Develop and implement comprehensive training programs to enhance team skills
Conduct regular performance reviews and provide consistent feedback to ensure alignment with company standards.
Operational ExcellenceDrive service levels in sync with process and span-level KPI goals.
Ensure operational efficiencies through strong governance of metrics such as Average Handle Time (AHT), attrition, shrinkage, and First Call Resolution (FCR).
Drives operational performance through effective forecasting, staff planning, and workforce optimization.
Develop and implement standard operating procedures to streamline workflows and improve overall efficiency.
Customer Experience ManagementMaintain high levels of customer satisfaction by ensuring service quality and addressing escalated issues promptly.
Ensure that coaching for team leaders focuses on delivering a superior customer experience on calls.
Implement processes for capturing and acting upon customer feedback to drive continuous improvement.
Data Analysis and ReportingPerform deep-dive data analysis on all KPI metrics on a Week-over-Week (WoW) basis.
Prepare and present reports for Weekly Business Reviews (WBR) and Quarterly Business Reviews (QBR) based on KPI progression.
Use data-driven insights to guide decision-making and strategic planning.
Qualifications and EligibilityEducation: Bachelors degree in any field.
Experience:
Proven experience (minimum 1.5 - 2 years) as an Operations Manager in BPO environment.
Performance Management: Expertise in formulating scorecards and performance traction plans.
Strategic Planning: Ability to align business planning and policies with overall company operations.
Stakeholder Management:
Effective collaboration with Workforce Management (WFM) and other internal departments.
Analytical Thinking: Strong problem-solving abilities with a focus on metric-driven results.
What We OfferCompetitive salary and benefits package.
Opportunities for professional growth and leadership development.
A dynamic, supportive, and multilingual work environment.