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Pooja Pahwa

Consultant at Careernet

Last Login: 07 January 2025

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BPO

Job Code

1386767

Operations Lead - Internet/Online

caution
7 - 12 Years.Bangalore
Posted 10 months ago
Posted 10 months ago

This is a leadership role responsible for overseeing the strategic direction, day-to-day management of the customer service operations, taking ownership of users' issues and following problems through to resolution. This position involves managing a team of team leaders/managers, optimizing processes, and implementing strategies to achieve organizational goals. The Ops Lead will collaborate with other departments to ensure seamless customer interactions and deliver the best-in-class user experience

Key Responsibilities:

1. Team Management:

- Lead a team of ~50members including service reps, team leaders, SMEs and manager(s)

- Provide guidance, coaching, and mentorship to foster professional development within the team

- Establish performance metrics and ensure the targets are met/exceeded

2. Operational Efficiency:

- Implement and optimize processes to ensure efficiency and effectiveness.

- Identify opportunities for automation and technological enhancements to improve overall operations

3. Quality Assurance:

- Oversee the development and maintenance of quality assurance programs with Process Excellence Lead

- Ensure that the highest standards of service quality are consistently met or exceeded

- Analyse customer interactions to identify areas for improvement

4. Performance Analysis and Reporting:

- Analyse performance metrics to identify trends and areas for improvement

- Prepare and present performance updates, highlighting key performance indicators and recommendations for improvement

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Posted By

user_img

Pooja Pahwa

Consultant at Careernet

Last Login: 07 January 2025

506

JOB VIEWS

134

APPLICATIONS

19

RECRUITER ACTIONS

See how you stand against competition

Pro

View Insights

Posted in

BPO

Job Code

1386767

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