We are seeking an experienced Senior Manager-Operations to lead and oversee our inbound customer service operations. The ideal candidate would provide strategic direction and leadership to the inbound customer service team, driving process improvements, ensuring seamless operations and consistent delivery of high-quality service across all markets
Role & responsibilities
- Manage a diverse team of 150 to 200 FTEs, fostering a collaborative and inclusive work environment that promotes professional growth and development.
- Monitor and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement and implementing data-driven solutions.
- Develop and implement operational strategies, policies, and procedures to streamline processes, enhance efficiency, and improve overall customer satisfaction.
- Collaborate with cross-functional teams to ensure alignment and seamless integration of customer service strategies with overall business objectives.
- Oversee the recruitment, training, and development of customer service representatives, ensuring they have the necessary skills and knowledge to deliver exceptional service.
- Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency.
- Represent the organization at client engagements, building strong relationships and ensuring customer satisfaction and retention.
- Stay up-to-date with industry trends, best practices, and emerging technologies to continuously enhance customer service operations.
Preferred candidate profile
- Graduate/Post Graduate
- Minimum 12 years of relevant experience in managing domestic inbound customer service operations preferably with telecom industry background
- Robust team management experience