Operations Manager (Mumbai)

Essential Duties/Responsibilities:

• Handle End to End Service Delivery of the process and Team leaders under him.
• Key job is to Ensure Program is meeting and exceeding all KPIs defined by the client.
• Manage and drive people to meet and excel in all parameters.
• Ensure all People Related Metrics are better than the goal like Attrition, Absenteeism, and Employee Satisfaction.
• Manage the Profitability of the Program by driving Productivity and Efficiency all across
• Formulate continuous improvement plan

Knowledge, skills, and abilities:

• Referral Specialist and/or comprehensive call center knowledge with experience in handling chat & email process

• Basic Technical knowledge of Vehicles/ cars and/or awareness of terminology of the bike/cars. • Outstanding customer service skills

• Excellent verbal and written communication skills to effectively interface with all levels of clients, customers and staff.

• Ability to plan well and prioritize work

• Good decision-making • Proactive approach with focus on problem analysis & resolution

• Customer service experience and expertise

• Caring attitude to manage customers in need of assistance

• Self-motivated and able to accurately assess situations & respond appropriately

• Ability to work closely with other team members and departments

• Proficient in basic Microsoft applications