Operations Manager

Location- Uppal

Operations Manager

Location-Hyderabad

Relevant knowledge 12- 18 years

About Process:

• Responsible for operations delivery for the customer service process for the largest
• Must have experience in Telecom
• Key KPIs include Service Levels, NPS/CSAT and Quality Assurance
• People Metrics Shrinkage and Attrition
• Channel of service – Inbound Voice
• Conducting Performance Reviews and Coaching for team members
• Good to have experience in WBR & MBR
• 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 satisfaction