IndiaMART.com - AVP - Operations

AVP - Operations

Job Summary:

- Person has to ensure the quality of customer service operations (i.e. Call center, Service tickets etc) and improve them continuously by deep diving into trends and applying process improvement techniques for Customer delight.

Tasks:

- Work flow management to ensure continuous improvement in quality of operations

- SOP creation, training and communication to agents/ stakeholders

- Preparing Plan of Action by regular audits of the performance/SOP adherence

- Cost management by improving processes and building efficiency

- Managing relationships with call center point of contacts and vendors to ensure SLAs

Skill Sets:

- Excellent verbal, written communication and presentation skills

- Competency in MS Office especially Excel & PPT

- Must understand technology know how

Soft Skills:

- Analytics driven thought process

- Strong Ownership

- Multi-Tasking

Experience:

- 5- 8 years of experience in managing call center operation with focus on process improvement, quality audit.

- Successful implementation of process improvement techniques with measurable impact on large volume.

- Managing customer service operations of a call center

- Six Sigma Black Belt certification preferred

Qualification: B.Tech/MBA from a reputed institution