Operations & Complaints Manager

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.