Operation Manager - Call Center (Non-Voice)

Job Overview:

OnePlus is looking for an experienced Call Center Operation Manager to oversee and manage the operations of a high-capacity outsourced BPO setup. This role involves ensuring the efficient management of a call center with a seat capacity of 200 or more, handling escalations, and maintaining a high standard of customer service.

Role & responsibilities

• BPO Management: Monitor overall operations of an outsourced BPO setup with a seat capacity of 200 or above.
• Issue Resolution: Address all escalations received at the voice channel that further needs coordination with L2 on customer concerns, complaints, and questions, and ensuring resolution and a positive customer experience.
• Strategize next course of actions on the cases tagged as complaints in CRM and drive for end closure with the respective teams.
• Work on the achieving the SLAs laid down in respect to Forecast Management, NPS and FCR
• Monitoring and Reporting: Report ongoing trends by carefully analyzing the daily, weekly and monthly data as received over the voice channel.
• Collaboration: Work closely with the marketing and product teams to ensure consistency in communication and to address customer feedback that may impact product or service development.
• Crisis Management: Identify and escalate any high-priority or sensitive issues to the appropriate internal teams for swift resolution.
• Brand Advocacy: Represent and uphold the companys brand values and manage NPS trend moving upwards

Preferred candidate profile

• Experience: Previous experience in a customer service/renowned BPO setup of a capacity of 200 and above along with a management role is preferred.
• Aware of the Sensitivity of the call centre downtime, Escalations and take ownership towards providing resolution to the customer
• Skills: Excellent written communication skills with a strong command of grammar, spelling, and tone.
• Technical Proficiency: Familiarity with BPO platforms and tools (e.g. Avaya, Freshdesk, Sales Lead, One Direct,) for monitoring and reporting.
• Problem-Solving: Strong problem-solving skills with the ability to manage multiple conversations and handle various customer concerns effectively.
• Interpersonal Skills: Demonstrated ability to engage with diverse audiences and maintain a positive, professional demeanor.
• Attention to Detail: Ability to accurately document interactions and follow-up actions.