Operations Manager - Customer Support Job in
- IO Digital
- 4 to 8 Yrs
- Delhi, NCR
- 1 year ago
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Job Description
- Key Responsibilities: Operations Management:Manag e day-to-day BPO operations, including workflow management, staffing, and client deliverables.Monit or and optimize operational processes to improve efficiency and reduce costs.Team Leadership:Lead, mentor, and manage a team of supervisors and agents to achieve performance targets.Ensur e team alignment with company values, goals, and client expectations.Clien t Relationship Management:Act a s the primary point of contact for clients, ensuring their expectations are met or exceeded.Manag e client escalations and provide timely resolutions.Perfo rmance Monitoring & Reporting:Track key performance indicators (KPIs) such as SLA adherence, productivity, quality, and customer satisfaction.Prepa re and present operational reports to leadership and clients.Quali ty Assurance & Compliance:Ensur e adherence to company policies, legal regulations, and client-specific requirements.Drive quality initiatives and manage audits to uphold service excellence.Strat egic Planning:Devel op and implement strategies to improve service delivery, employee engagement, and client satisfaction.Colla borate with senior management to align operational goals with organizational objectives. Key Skills and Competencies: Strong leadership and team management abilities Excellent communication and interpersonal skills Analytical mindset with problem-solving capabilities Proficiency in BPO tools and technologies (e.g., CRM, Workforce Management Systems) Strong organizational and time management skills Ability to manage multiple tasks and prioritize effectively Qualifications: Bachelors degree in Business Administration, Operations Management, or a related field (MBA preferred). 4+ years of experience in BPO operations, including leadership roles. Proven track record of managing large teams and delivering operational excellence.,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Operations Manager - Customer Support Job inContact Details:
Company: IO DigitalLocation(s): Delhi, NCR
Keyskills: Operations Management Team Leadership Client Relationship Management Strategic Planning Team management Interpersonal skills Time management technologies
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Adfolio Digital Marketing is the leading IT company in Indore which specializes in Digital marketing, Branding, SEO, Website development, Application Development, Social Media Marketing.Adfolio digital marketingwww.adfolio.in
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