Senior 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

College degree in Business Management / Administration or equivalent combination of education and directly related experience

4 or more years of directly related experience, including 2 or more years of supervisory experience.

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.

International Voice Experience is mandatory

Shall operate in UK / US shift timings, and would be required to stretch as and when required

manager level into Travel Domain for International contact center, UK / US

Appropriate communication and escalation of client issues to multiple levels of site and Operations management

Client strategies to meet client / corporate goals and objectives

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.