Job Description :
– Responsible for leading the operation team of 20+ and delivery of the overall operational metrics & CSAT targets.
– Oversees operational systems, processes, and infrastructure while looking for opportunities of improvement or revision.
– Work with cross-functional teams and leadership to understand business goals and recommend/implement innovative approaches, policies and processes to effect continual improvements,
– Oversees and reports weekly, monthly, quarterly, and annual metrics.
– Good experience in people management and passionate about customer experience
– Train the team on Soft skills and other process/product related aspects
– Workforce Planning, maintaining service levels & Quality Management
– Experience working with Start-ups.
– 10-12 years of Experience into managing operation team
– Should be a graduate – any specialisation. MBA is Preferred.
– Experience in Training and Quality
– Should have handled a team size of 20+.
– Ability to deal with ambiguity and run multiple projects to drive insights