Operations Manager

• Total Experience = 10+yrs
• 1+ yrs as Operations Manager on paper
• Domestic Outbound (Sales) experience mandatory || Real Estate experience preferred
• 6 days working
• Sunday Week offs (Tentatively)
• Work Location : Mahape, Navi Mumbai
• Day Shift

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:

• Any Graduate