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Operations Manager

Kolkata, WB
Job Code:
  • Miscellaneous
  • IT
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Job Details

JOB PURPOSE The purpose of this role is the day to day management of team Leaders / Agents to ensure optimum performance and an exceptional customer experience.KEY PERFORMANCE INDICATORSPeople ManagementEnables and motivates team members to deliver exceptional customer experiences through ongoing support, development, empowerment and positive reinforcement.Engages with team members treating them as individuals.Coaches the team in order to ensure the quality of customer experience meets the appropriate standardMeasures and manages the team to meet performance targetsCommunicates information in a timely, relevant and accurate manner to all team membersEnsures that all Human Resources policies and procedures are observedParticipates in the recruitment of AgentsCommunication and FeedbackConducts regular scheduled team briefsEnsures feedback is given to Agents with regards to their performanceEnsures all relevant business communications are cascaded in a simple and timely mannerReporting and Administration Review and track team attendance and schedule adherenceUpdate, track and record performance of team membersCompile and send out reportsCustomer ExperienceLeads by example in driving the culture of customer centricity and team managementEnsures continuous improvement to customer experiences by investigating and addressing root causesEnsures real time monitoring of dashboards to avoid any delay and manages the TAT and SLAs defined.Ensures real time monitoring of data entry quality and feedback to the agents to adhere accuracy levels. Coaching and monitoring of the team to avoid any delay and error in Data Entry.Ensures own product, system, process and policy knowledge.Must be aware with Documentation Process and knowledge and working experienceEDUCATION AND EXPERIENCE The Team Manager must be a MBA/Graduate. Also at least 4 years of experience of similar nature of job and supervisory experience to manage the team effectively.Must have experience of managing accusation process management (APM )Must have knowledge of DOT Documentation guidelines and Regulatory environment
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 4-9


Any Process - Both BPO Type
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