Operations Manager · Bengaluru

• Manage team performance

• Provide effective coaching and constructive feedback to subordinates

• Take customer service and escalation when needed

• Holds team huddle/coaching session/goal-setting/one-on-one as needed/required

• Handles escalated requests and researches answers posted by associates to ensure customer satisfaction

• Reviews and analyzes performance data, creates action plans, and monitors execution to ensure goals are met

• Holds regular check-in meetings with the client to keep them informed of the trends, changes, and development within the team

• Facilitates learning sessions to enhance associate technical and communication skills

• Performs administrative tasks such as sending daily capacity reports, daily/weekly performance dashboards, and other ad hoc tasks

Qualifications:

• 6+ years experience as supervisor Assistant manager on papers in a call center environment

• Strong leadership and team management skills

• Exceptional verbal and written communication abilities

• Ability to analyze data and make informed decisions

• Knowledge of call center operations and metrics

• Proficiency in call center management software and Microsoft Office