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1 OPPO India Operations Manager Job

Complaints& Operation Manager

5-8 years

Gurgaon / Gurugram

1 vacancy

Complaints& Operation Manager

OPPO

posted 13d ago

Job Description

Role & responsibilities


Operations Management

  • Operational Oversight: Oversee day-to-day call center operations to ensure all teams are meeting productivity targets, SLAs, and performance goals.
  • Staff Supervision: Supervise, mentor, and train customer service agents to ensure adherence to quality standards and company policies.
  • Quality Assurance: Conduct regular audits and evaluations of agent performance, ensuring high-quality customer interactions and adherence to scripts and guidelines.
  • Scheduling & Workforce Management: Manage staffing schedules, ensuring appropriate coverage during peak hours and maintaining optimal service levels.
  • Process Optimization: Continuously assess operational workflows, recommend improvements, and implement new processes that enhance efficiency and service quality.
  • KPI Monitoring: Track and analyze key performance indicators (KPIs) such as call handle time, resolution time, customer satisfaction scores, and agent productivity.
  • Crisis Management: Take immediate action in case of operational disruptions or emergencies, ensuring minimal impact on customer service and call center performance.
  • Analysis & Reporting: Generate regular reports and presentations for detailed analysis on improvement areas and way forward.

Complaint Management

  • Complaint Handling: Oversee and manage the resolution of customer complaints across all communication channels (phone, email, chat, social media).
  • Escalation Management: Ensure all escalated complaints are managed efficiently, taking appropriate actions to resolve high-priority or complex issues.
  • Root Cause Analysis: Investigate recurring complaints to identify root causes and collaborate with relevant teams to implement corrective actions.
  • Customer Feedback: Collect feedback from customers post-resolution and ensure satisfaction, aiming for customer retention.
  • Reporting: Generate regular reports on complaint trends, resolution times, customer satisfaction levels, and performance against service level agreements (SLAs).
  • Process Improvement: Suggest and implement improvements in the complaint management process to enhance customer experience and operational efficiency.

Preferred candidate profile

  • Proven experience in handling operations & complaints for least 5-7 years.
  • Strong problem-solving and conflict resolution skills.
  • Excellent communication skills, with the ability to handle difficult or upset customers.
  • Analytical mindset with the ability to analyze performance data and identify areas for improvement.
  • Ability to motivate and inspire teams to meet performance and customer satisfaction goals.
  • High level of organizational skills and attention to detail.
  • Familiarity with CRM software, complaint management tools, and call center operations platforms.
  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and other data analysis tools.


Employment Type: Full Time, Permanent

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What India Operations Manager at OPPO are saying

India Operations Manager salary at OPPO

reported by 1 employee with 7 years exp.
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₹4.5 L/yr - ₹5.8 L/yr
40% less than the average India Operations Manager Salary in India
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What OPPO employees are saying about work life

based on 4.1k employees
57%
69%
45%
99%
Strict timing
Monday to Saturday
Within city
Day Shift
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OPPO Benefits

Job Training
Free Transport
Soft Skill Training
Free Food
Health Insurance
Team Outings +6 more
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