Operations Manager (Customer Service)

The Offer Flexible working options Attractive Salary & Benefits Opportunity within a company with a solid track record of performance The Job You will be responsible for : Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction Establishing and managing relationships with stakeholders Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities Responsible for following agreed governance model, escalation & communication plan To ensure team members achieve agreed standards in relation to their job assignments. To ensure training of new staff on the corporate policy rules to be adhered to To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules To monitor and document work schedule of staff and absences. Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates Ensure that all audit related issues are brought to a close Identify and drive continuous improvements and initiatives in process Coach & mentor Team lead so that they are able to manage their teams better The hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management Performance management through top Quartile, Middle and Bottom Quartile segregation and identifying training and coaching needs. To ensure that all internal customer queries are followed up on a timely basis Collaborate with internal teams. To be the Key contact for all problems and queries with specific business assigned. The Profile Working under the pressure Fluency in English (Speaking, listening, writing and reading). working 100% English. University/Colleges required. Good to have experience in CS/BPO/Sales/Client relationship. Otherwise, candidate has to be confidence in communication Working 5 days, 2 days off per week The Employer Our client Established In 2004, Is An ISO 9001:2008 Certified Company, Which Follows A Centre Right Ideology That Candidates Are Superior Then The Clients.