As an Operations Executive, you will play a vital role in overseeing the day-to-day operations of our back-office team. Your primary focus will be to ensure efficient and effective customer care by managing and coordinating the activities of our Customer Care Executives (CCEs). You will act as a bridge between the front-line customer support and the back-office operations, ensuring a seamless flow of information and a positive customer experience.

Responsibilities

- Manage and coordinate the activities of CCEs, ensuring efficient customer inquiry handling and issue resolution.
- Monitor and analyze customer feedback to identify areas for improvement and implement strategies to enhance customer satisfaction.
- Collaborate with the back-office team to streamline processes, optimize workflows, and enhance overall operational efficiency.
- Maintain accurate records and documentation of customer interactions and ensure data integrity.
- Conduct regular performance evaluations of CCEs, providing feedback and coaching to enhance their skills and productivity.
- Stay updated with industry trends, best practices, and emerging technologies to enhance customer care processes.
- Liaise with other departments, such as IT and Marketing,



to ensure alignment and integration of customer care strategies.
- Develop and implement training programs for CCEs to enhance their product knowledge and customer service skills.
- Ensure compliance with company policies, procedures, and regulatory requirements in customer care operations.

Qualifications

- Bachelor's degree in Business Administration, Customer Service, or a related field.
- Minimum 3 years of experience in a customer care or operations management role, preferably in the BFSI industry.
- Robust leadership and management skills with the ability to motivate and guide a team.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Proficiency in using customer relationship management (CRM) systems and other relevant software.
- Analytical skills with the ability to interpret data and make informed decisions.
- Ability to work independently, manage multiple tasks, and prioritize effectively.
- Strong problem-solving and conflict resolution skills.
- Willingness to stay updated with industry trends and best practices.
- Flexibility to adapt to changing business needs and work schedules.

📌 Operations Executive (Pune)
🏢 Digitide Solutions
📍 Pune