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Manager Customer Service Operations (female Candidate)

Keywords / Skills : operations management, customer experience, customer satisfaction, strategic planning, team handling, people management, customer service, bpo operations

9 - 14 years
Posted: 2018-05-16

Industry
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Operations Manager
Posted On
16th May 2018
Job Description
Introduce new OMs to company culture, coaching and leadership standards

Metrics Accountability

o Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.

o Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.

o Monitor costs and losses incurred by managing teams contribution to the greater Customer Experience budget.

Employee Happiness

o Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of company into meaningful and clear goals.

Strategy & Planning

o Support direct reports as they implement new directives.

o Use learning from team members to identify opportunities and advocate for product improvements that support the teams strategy and the needs of the customer.

About Company

Indihire HR Consultants Private Limited
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