Operation Manager - Customer Service - AgriTech

Opening with Agritech company

Location - Pune

Looking for experience in (Customer operation +Domestic +inbound +voice process)

- No. of years of relevant experience: Minimum 7 + years of overall experience with atleast 24 - 36 months of Manager - Ops experience on paper in a domestic inbound customer service voice process (Mandatory)

- Must have handled a team size of minimum 100 - 150 CSR's in his/ her current role.

- Compulsory 6 days working with rotational weekly offs.

Job Profile - Roles and Responsibilities:

Operations Manager will be a key member of the team responsible for the execution & management of day to day operations and for providing subject matter expertise and oversight for the inbound customer service team within the CX function.

- A proven track record with at least 7 - 12+ years of relevant customer service operations experience.

- Prior experience in managing customer service teams (inbound) in a BPO environment is mandatory!

- PMP and "Lean Six Sigma Green belt" certification will be an added advantage and preferred.

- Should have led or successfully completed multiple process & CX metrics (C-SAT & NPS) improvement projects in his current or previous organization.

- Should demonstrate excellent data and analytical skills and should have strong knowledge of Excel and other requisite tools typically used in BPO operations. This is a critical requirement for the role.

- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

- Measure and manage the team to meet performance targets

- Develop performance goals & conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

- Effectively coach for high performance, create action plans for ensuring high performance

- Demonstrated ability to analyse and improve work processes; establish a course of action for self and others to accomplish a specific goal

- Work well under pressure and follow through on items to completion while maintaining professional demeanour

- Provide relevant internal and external reports as per the business requirements

- Analyze business data identifying and highlighting trends to the management team

- Analyze operational data and take relevant action

- Monitor absenteeism and adherence for the operational area

- Identify and drive continuous improvements and initiatives in the process

- Coach & mentor team leads enabling them to manage their teams

- Excellent communication and interpersonal skills required

- Should be a very effective people's manager

- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance metrics

- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, category, sales etc. to define action plans that resolve issues and drive continuous improvement

- Willingness to work in a flexible schedule