Location MBP, Navi Mumbai Process Travel Designation Senior Manager Operations

Role The Operations Lead is responsible for managing the day-to-day operations of the contact center, ensuring efficient and effective service delivery to clients. This role oversees a team of 80 to 100 FTEs, providing leadership, coaching, and support to ensure high-quality performance and customer satisfaction. The Operations Lead plays a crucial role in driving operational excellence, implementing process improvements, and maintaining a positive work environment.

Reports into

(RM Designation)

General Manager / AVP

Job Responsibilities

- Manage and lead a team of 80 to 100 FTEs, providing guidance, coaching, and support to ensure efficient and effective service delivery for clients in the US/Australia region.
- Oversee the day-to-day operations of the contact center, ensuring adherence to established processes, policies, and Service Level Agreements (SLAs).
- Monitor and analyze key performance indicators (KPIs) related to customer satisfaction, productivity, and quality, and implement strategies to continuously improve operational efficiency and effectiveness.
- Collaborate with cross-functional teams, including client representatives, to address operational challenges, resolve escalations, and ensure seamless service delivery.
- Develop and implement training programs to enhance the skills and knowledge of team members, ensuring they are equipped to handle diverse customer inquiries and provide exceptional service.
- Foster a positive and inclusive work workplace, promoting employee engagement, motivation,



and professional development opportunities.
- Manage resource allocation, forecasting, and scheduling to ensure adequate staffing levels and optimal utilization of resources.
- Identify and implement process improvements to streamline operations, reduce costs, and enhance customer experience.
- Ensure compliance with relevant industry regulations, company policies, and quality standards.

(Desired)

- Contribute to the development and implementation of strategic initiatives to drive business growth and profitability.
- Identify and pursue opportunities for process automation and technology implementation to enhance operational efficiency.

Criteria

- Bachelors degree
- 10 to 12 years of proven experience in a leadership role within the contact center or customer service industry, preferably in the travel, hospitality, retail, or e-commerce sectors.
- Excellent communication, interpersonal, and leadership skills, with the ability to effectively manage and motivate teams.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Knowledge of industry-specific regulations and best practices in the travel, hospitality, retail, or e-commerce sectors.
- Proficiency in project management methodologies and tools.

Shifts timings US shift (Night shift) Week Off Sunday + one day rotational week-off

Disclaimer This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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