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Manager / Senior Manager Operations

8.00 to 12.00 Years   Jaipur,Other Rajasthan   06 Nov, 2024
Truworth Wellness
Job LocationJaipur,Other Rajasthan
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    Job SummaryPosition requires proven ability to successfully manage the overall operations including training & quality for a dynamic Customer Service Operations which delivers various services to corporate employees and manages high profile corporate clients.Provide leadership, mentoring and customer issue resolution. Manage a team and maintain positive customer relations, coordinate with various functions within the company to ensure customer requests are handled appropriately, and in a timely manner.Job Description Managing overall operations of process assigned. Responsible for achieving KPIs and handling escalations. Define and meet the benchmark SLAs. Implement Improvement Projects by using cross-functional teams. Refine and enhance the current operations monitoring evaluation methodology, calibration, and feedback process. Assure regular and consistent calibrations. Spearhead analysis, design, and development initiatives related to the new-hire, refresher. and employee development training needs of the operations team; recommend appropriate learning and job support solutions. Lead and manage the service design and development activities. Any other job assigned by the top management. Ensure compliance aspects of the process. Training need analysis & planning. Content Development. Training Delivery & Facilitation. Post Training Effectiveness Evaluation. Design, development and delivery of product training programs to new joiners and junior executives. Should connect with all the stakeholders to identify the training needs. Managing costs to be within budget; effective and efficient utilization of all resources.Desired Candidate Profile Excellent Communication and Presentation Skills Should be flexible and Dynamic individual ready to work in pressured environment Able to understand the business dynamics Must have experience in handling domestic and international BPO Operations Must have at least 5 years experience as AM / DM with overall experience of 8 years Must exhibit leadership and mentoring sensibilities. Must demonstrate a clear understanding and appreciation of Customer success operations concepts and practices, including: use of systems, call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, career pathing, staff development, diverse learning styles, and the unique demands of frontline staff Must have superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way. Must be a high-performing PC user and an expert in Windows Office Suite (specifically PowerPoint, Word, and Excel). Must be task-team and dead-line oriented; must be a team player Must have demonstrated experience in communicating effectively with all levels of management and representatives. Transaction Monitoring metrics & understanding Internal Audits Client (Internal & External) management Coach the coach abilityExperience Required8 Years,

Keyskills :
Training need analysisContent DevelopmentCommunication SkillsPresentation SkillsLeadershipMentoringQuality initiativesCoachingMentoringTransaction MonitoringClient ManagementTraining DeliveryFacilitationProduct training programsCustomer succe

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