Upload Button Icon Add office photos
Engaged Employer

i

This company page is being actively managed by OPPO Team. If you also belong to the team, you can get access from here

OPPO Verified Tick

Compare button icon Compare button icon Compare

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

zig zag pattern zig zag pattern
filter salaries All Filters

20 OPPO Jobs

Complaints& Operation Manager

5-8 years

Gurgaon / Gurugram

1 vacancy

Complaints& Operation Manager

OPPO

posted 8d 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

Read full job description

Prepare for India Operations Manager roles with real interview advice

What people at OPPO are saying

India Operations Manager salary at OPPO

reported by 1 employee with 7 years exp.
₹4.5 L/yr - ₹5.8 L/yr
40% less than the average India Operations Manager Salary in India
View more details

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
View more insights

OPPO Benefits

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

Compare OPPO with

Xiaomi

3.8
Compare

Samsung

3.9
Compare

Vivo

4.1
Compare

OnePlus

4.0
Compare

Realme

3.7
Compare

Apple

4.3
Compare

Huawei Technologies

4.0
Compare

Motorola

4.2
Compare

Nokia

4.1
Compare

Sony

4.2
Compare

Dell

4.0
Compare

LG Electronics

4.0
Compare

HARMAN

3.7
Compare

Voltas

4.0
Compare

Whirlpool

4.0
Compare

Philips

3.9
Compare

Daikin

4.2
Compare

Haier Appliances India

4.0
Compare

Panasonic

4.0
Compare

Samsung Research

3.2
Compare

Similar Jobs for you

Quality Manager at Amgen Inc.

Hyderabad / Secunderabad

3-6 Yrs

₹ 2-5 LPA

Quality Specialist at Amgen Inc.

Hyderabad / Secunderabad

4-6 Yrs

₹ 6-8 LPA

Partner Support Executive at Angel One

New Delhi, Delhi/Ncr

1-5 Yrs

₹ 4-5 LPA

Complaints Manager at Indusind Bank

Mumbai

2-7 Yrs

₹ 4-9 LPA

Quality Associate at Amgen Inc.

Hyderabad / Secunderabad

3-5 Yrs

₹ 5-7 LPA

Senior Customer Relation Executive at Rentokil Initial

Mumbai

3-5 Yrs

₹ 4-5.5 LPA

Administrator at Equiniti India

Chennai

2-4 Yrs

₹ 4-6 LPA

Customer Service Executive at SimplyTrip Mobility Solutions Private Limited

Mumbai, Mumbai Suburban + 1

1-6 Yrs

₹ 2.5-4.25 LPA

Customer Support Specialist at Acads360 India

Ghaziabad

5-7 Yrs

₹ 7-12 LPA

India Operations Manager at Media4Growth

Bangalore / Bengaluru

3-7 Yrs

₹ 5-9 LPA

Complaints& Operation Manager

5-8 Yrs

Gurgaon / Gurugram

8d ago·via naukri.com

Assistant Manager Taxation

3-6 Yrs

Gurgaon / Gurugram

3hr ago·via naukri.com

Business Operations |Specialist| Third Party| Contractual

4-6 Yrs

Gurgaon / Gurugram

3d ago·via naukri.com

Retail Operations

8-13 Yrs

Gurgaon / Gurugram

8d ago·via naukri.com

General Ledger Manager

4-7 Yrs

Gurgaon / Gurugram

8d ago·via naukri.com

Marketing Apprentice

0-1 Yrs

Gurgaon / Gurugram

12d ago·via naukri.com

Assistant Manager | Product Training Content Developer

4-5 Yrs

Gurgaon / Gurugram

15d ago·via naukri.com

OPPO - Manager - Influencer Marketing (3-10 yrs)

3-10 Yrs

19d ago·via iimjobs.com

Public Affairs Associate ( Third Party Payroll)

1-2 Yrs

Gurgaon / Gurugram

19d ago·via naukri.com
write
Share an Interview