Operations Manager
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Role & responsibilities
• Responsible for operations delivery for the customer service process for the largest
• Key KPIs include Service Levels, NPS/CSAT and Quality Assurance
• People Metrics Shrinkage and Attrition
• Channel of service Outbound Voice (Sales)
• Conducting Performance Reviews and Coaching for team members
• 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 & Attrition ,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
Education:
Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology, and expertise are designed to support the operational needs of our clients and deliver a seamless experience to customers in the moments that matter. Go further with Foundever™ Are you ready to move your career forward At Foundever™, you will find our call center jobs surprising. We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career. Mission: At Foundever™, we make things simple. Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed. Vision: Create Your Best Moments
Job ID: 109149681
Skills:
Git, Confluence, Agile, Scrum, Jira, Portfolio Management, Business Operations, Program Management
Skills:
Erp, Ms Excel, Client Relationship Management, CRM, Client Coordination, Order Management, Order Processing, Sales Coordination, Sales Operations, Supply Chain Coordination, Logistics Coordination, Dispatch Coordination, Delivery Management, Billing Coordination, Complaint Resolution, Customer Query Handling, Mis
Skills:
Quality, Automation, Productivity, Service-to-Sales, Process Improvement, AHT, Data and Analytics, FCR, Knowledge Base Enhancements, B2C Technical Support, CSAT, Voice Chat, Tool Adoption
Skills:
SAP, Microsoft Office Suite, Operations management, Customer Escalation, Lean Six Sigma, Billing Remittance
Skills:
Partner Management, regulatory frameworks, operations management, governance compliance, project management
