Posted By
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Posted in
BPO
Job Code
1386767
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
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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