Ops Manager- Chat

Process/LOB: Logistics

Job:  Manager

Location:  Gurgaon / Mumbai

Reporting to:  HOD

PRINCIPAL RESPONSIBILITIES :
  • Work direction and development for a team of executives (150-200) & 5-6 TL
  • Team management –
  • Coaching & Feedback – Providing adequate feedback & coaching to improve employee morale & contribute directly to team performance 
  • Employee Engagement – conducting engagement activities at the team as well as organization level
  • Attrition & Absenteeism – Adherence to attrition & absenteeism targets aligned as per goals
  • Employee Development – provide learning opportunities to team & succession planning
  • Monthly Team Connect – Evaluation of team’s performance & monthly 1-0-1 connect with employees
  • Provide operational floor management by monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production of the outbound / inbound status group and manual processes
  • Keep Informed of New Products and Services.
  • Provide operational floor management by monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production of the outbound / inbound status group and manual processes.
  • Assist with training and identify training needs within the group and provide feedback 
  • Mentor and assist the team.
  • Experience in outbound process with expertise in driving DE/Customer Satisfaction related deliverable. Minimum 5 years.
  • Very Strong Operational skills for managing a team of 80 plus. Sound understanding of Operations & Delivery, coming with a strong background in managing Operations and proven delivery experience.
  • Good experience in people management and passionate about DE/customer experience
  • Ability to manage stress, experience in managing a challenging account
  • Strong leadership skills and ability to ensure the team understands job and business requirements and build team empowerment
  • Manage Employee SAT on the floor
  • Be a strong mentor for front line leadership on the floor to deliver on ESAT and productivity
  • Soft Skills Willingness to learn & contribute, Positive Attitude, Effective team management skill, Good communication skills, Adaptable to changes, Open-mindedness, Ability to stretch, Commitment to the job,
  • Excellent interpersonal skills
  • Analyze performance results and implement department improvements
  • Resolve escalated customer complaints
CRITICAL SKILLS REQUIRED:
  • Knowledge of the BPO Metrix.
  • Must have worked in the outbound process – minimum latest 2 years of experience
  • Knowledge of Customer Procedures / Policies
  • Excellent spoken and written communication skills
  • Knowledge of Customer’s Culture
  • Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS
  • Strong interpersonal, effectiveness and teamwork skills to empower, influence and reach resolution with direct reports, colleagues and leaders
  • Excellent analytical, problem-solving, decision-making and project management skills
  • Ability to drive results against SLA performance indicators
  • Ability to handle stressful situations
  • Willingness to work in a 24×7 environment and rotational shifts.
CANDIDATE SPECIFICATION: 
  • Graduate or graduate equivalent.
  • Relevant product/process knowledge
  • 1-5 years of relevant industry experience 
  • Coaching and developing people
  • Managing change
  • Emotional intelligence
  • Proven ability to lead and motivate a service-oriented team in a fast-paced environment
  • Experience in a call center environment
  • Excellent analytical, problem-solving, decision-making and project management skills

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