Manager - Operations (Online reputation Management)

Role & responsibilities

• Providing Necessary Technical Leadership at Account level
• Driving and Implementing Changes - Ensuring Process Improvements (Re-engineering)
• Setting Goals/ KRAs for The Process and for Resources
• Analyzing and Forecasting Business Trends Followed by Planning for The Same
• Defining and Understanding Client Requirements and Aligning Processes to Fulfil the Same
• Handling Client Calls - Daily/ Weekly or as Needed
• Collecting Data for Billing Purposes - Number of Transactions, Production Man Hours Etc.
• Reviewing and Analyzing Process Metrics for All Processes In The Account
• Creating and Presenting SMRs Every Month
• Creating and Sending Monthly Reports to Senior Management
• Signing Off Daily Dashboards
• Resource Estimation/ Planning On a Regular Basis
• Developing Retention Strategies
• Conducting Skip Level Meetings
• Ensuring QMS Compliance for All Processes Handled - Following of Quality Processes Thoroughly - Checklists, Standards Etc.
• Coordinating Billing Activities with Finance Department
• Creating And Updating The Process Plan

Preferred candidate profile

• Minimum 10 years of industry experience
• Hands-on experience with ORM (Online reputation Management)
• Minimum 2+years experience of leading a Complaints Management Desk / L3 in an International Contact Centre
• Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
• Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit.
• Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities
• Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model.

Perks and benefits

GLIP, Mediclaim