Description

Team Management:

Supervise, mentor, and provide leadership to Team Leaders / Senior Team Leads..
Develop and implement training programs to enhance team skills and performance.
Conduct regular performance reviews and provide feedback to team members.

Operational Oversight:

Oversee daily operations, ensuring timely and effective resolution of customer issues.
Develop and implement standard operating procedures to streamline processes and improve

efficiency.

Monitor and analyze support metrics and KPIs to identify areas for improvement.

Customer Experience:

Ensure high levels of customer satisfaction by maintaining service quality and addressing escalated

issues.

Implement and maintain processes for capturing and acting on customer feedback.

Process Improvement:

Identify opportunities for process enhancements and lead initiatives to optimize support workflows.
Collaborate with other departments to integrate support processes with overall company operations.

Reporting And Analysis:

Prepare and present reports on support operations,



including performance metrics, customer feedback, and issue resolution trends.
Use data analysis to drive decision-making and strategic planning.

Resource Management:

Manage staffing levels to ensure adequate coverage and handle peak periods effectively.
Oversee the allocation of resources and equipment necessary for the support team.

Compliance And Quality Assurance:

Ensure adherence to company policies, industry regulations, and best practices.
Conduct regular audits of support activities and quality assurance reviews to maintain high standards.

Qualifications:

Bachelor’s degree in Business Administration, Information Technology, or a related field; or equivalent experience.
Proven experience (1.5 years) in customer service management, with a focus on ISP as an Operations

Manager. {Mandatory}

Solid leadership and team management skills, with experience in coaching and developing staff.
Excellent problem-s

📌 Operations Manager (Noida)
🏢 TELUS Digital
📍 Noida