Hey Guys, I have an opening to share with you.

Job Responsibilities:- 

• Experience in Email and Chat process with expertise in driving Customer Satisfaction related deliverable. (Minimum 5-8 years’ experience in handling Chat process)

• Very Strong Operational skills for managing a team of 120 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 customer experience

• Ability to manage stress, experience in managing a challenging account

• Strong leadership skills and ability to ensure 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

• Manage Attrition, drive retention initiatives on the floor to manage tenured and experienced employees well

• 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 and Resolve escalated customer complaints

Desired Skills:-

• 10 to 15 years of Industry Experience with minimum 4-6 years of experience as Operation Manager

• Should be a graduate – any specialization

• Should have handled multiple teams or team size of 120-150

• Strategic thinker with strong articulation, storytelling, analytical and problem-solving skills

• A high degree of customer centricity with demonstrated examples of going extra mile to ensure the right treatment for the end-user

• Dynamic professional with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity

• Prior experience in balancing quality while managing a fast paced and rapidly growing environment 

If this is interesting for you then please share your resume while applying. Also, please feel free to reach out in case of any queries.

Thanks,

SHREYA PANDEY