Operations Manager - Customer Service - Internet/Online

Brief Responsibilities:

- Designed and set up the operational processes to ensure highest levels of customer satisfaction.

- Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs.

- Identifying reasons for Non Compliance on SLA / TAT and conducting root-cause analysis and taking preventive measures for repeated escalations

- Ability to understand the customer's pain view points and design, improve operational preprocess.

- Team/People Management: Has prior experience and has excelled in managing fairly large teams

- Experience of working with cross functional teams

- Able to identify problems and articulate well enough to drive product improvements

- Good at Data Analysis/Metrics