Customer Support Operations Manager

Senior Manager - Operations (US / UK) - Gurugram

• Total Experience - 16 Years
• Relevant Experience – 2+ years as an Sr Ops Manager on Paper
• Candidate should be from BPO (Voice background only)
• Work from Office Opportunity
• Location - Gurugram (DLF, Sec.30)
• Shall hunt for a manger or a senior manager level into Cosmetic / Travel / Technical Domain for International contact center, UK / US responsible to handle at least 300 – 400 FTEs
• Shall operate in US shift timings, and would be required to stretch as and when required
• Job location shall be Gurugram, the resource has to operate from the office, physically

Job Description

Summary of Primary Job Responsibilities :

Manages first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues. Ensures client and corporate service, quality and contribution goals are met. Ensures that financial, metric and associate satisfaction goals are met. Provides leadership and management to associates. Provides training and development opportunities for supervisory team. Coaches and mentors team supervisors. Regularly conducts supervisor team meetings. Supervises multiple teams for one or more clients.

Skills :

Strong leadership skills with the ability to manage large groups of people. Strong verbal / written communication and facilitation skills. Strong interpersonal skills and experience demonstrating successful customer relationship management. Ability to use a computer (Internet, e-mail, MS Office programs) to complete daily duties.

Knowledge / Abilities :

Demonstrated knowledge of contact center operations and customer support. Demonstrated knowledge of the technology industry and general business management. Demonstrated ability to analyze processes, enact change and think operationally and strategically to achieve business goals.