The Premier Consultants ( Recruitment Company )
Location
Mumbai | India
Job description
Job Opening for Operations Manager - ORM With US based IT Company
Location: Remote working
International BPO candidates are preferable.
Position: Manager of Operations (ORM)
The operations manager is the only person in charge of the team's overall direction, coordination, quality control, training, and output. This role calls for a candidate who can lead and oversee process improvements, keep up with our expansion, and inspire team members to rise to the challenges of a highly metrics-driven and customer-focused workplace.
This role is responsible to the Head of Operations.
SLA: Guarantee that all client deliverables, including TAT, quality, response rate, CSAT, and others, are always met or surpassed. Another part of the role is to demonstrate process improvement, which leads to cost optimization. The operations manager is in charge of all client relations and process enhancements.
There are about 45 people on the team overall.
Platforms:
Social media and outlets for reviews.
Accountabilities:
Make sure EVERY KPI is reached and surpassed.
Guarantee superior customer service Guarantee 100% accurate and exact responses to be sent out Guarantee hiring training and quality is completed on time and should have checks in place
Make that the %s of attrition and shrinkage are within an acceptable level.
Boost agent and process efficiency
Introduce new procedures and enhance the value of the current ones.
Determine the need for training, process improvement, and process gaps, then determine how to close them.
Customer cooperation (bridging the gap between customer expectations and HGS performance)
Determine trends and boost productivity
Establish a robust governance framework utilizing the brand for the Operations Team.
Analyze data and provide brands with insights.
Managing Client Escalations (WBR, QBR, and MBR)
Required skill set
the incredibly self-assured person with outstanding communication abilities
Excellent documentation abilities Adaptability to work in different shifts to manage operations
Regardless of shift timings, the individual must be accessible when the team encounters difficulties.
Positive and assertive, receptive to criticism, and a process-oriented person
Crisis Handling
Should have worked with large volumes in the past companies
Strong linguistic proficiency; excellent understanding of ORM and ORM tools; excellent presentation and interpersonal skills; best practices in ORM/Social Media Project
Accountabilities of Management
a meticulous approach and a passion for perfection
Essential Requirements
• Over seven years of operations experience, mostly in ORM with progressively more responsibilities Proficiency in Advanced experience in project management
Desired Qualifications
• Possess a bachelor's degree; • Has a strong understanding of statistical concepts and how to apply them to operations; • Has experience using technical and statistical tools to drive quality and process improvement; • Is sensitive to the image of the company and should recognize the importance and level of value associated with promoting customer engagement.
• Proven ability to communicate and explain ideas; • Prior leadership experience
Job tags
Salary
