Role Summary: An Operation Manager leads, manages, and optimizes daily operations to ensure high productivity and meet client KPIs. The individual is responsible to bridge the gap between client expectations and agent performance, driving process improvements and managing staff performance. Key tasks involve workforce scheduling, capacity planning, team leadership, and quality compliance. Manage operations of Domestic/International Premium segment Voice/Chat Program. They will ensure efficient and effective operations, foster a customer-centric culture, and lead a diverse team to achieve organizational goals.
Responsibilities:
Manage and oversee the daily operations of a Domestic/International Premium segment Voice/Chat Program, ensuring adherence to established processes and procedures.
Develop and implement strategies to enhance customer centricity and deliver exceptional customer service.
Lead, motivate, and mentor a diverse team of professionals, fostering a collaborative and inclusive work environment.