Prodapt Solutions - Operations Manager - International Technical Support (10-15 yrs)

Roles and Responsibilities:

- Lead and Manage Contact Centre Operations: Oversee the day-to-day operations of the Omni Channel Contact Centre, ensuring seamless integration of all communication channels.

- Monitor and maintain service levels, productivity, and quality standards.

- Team Leadership: Manage, mentor, and develop a high-performing team of agents, team leads, and support staff.

- Set clear performance goals, conduct regular performance reviews, and provide ongoing coaching to enhance skills and drive results.

- Drive Upselling Strategies: Develop and implement effective upselling strategies within the contact centre, focusing on increasing revenue opportunities from existing customers.

- Provide training and support to agents to enable them to identify upselling opportunities and handle conversations effectively.

- Gross Margin Management: Oversee gross margin management by ensuring that operational costs are controlled, and revenue is maximized.

- Identify and implement process improvements to drive efficiency and cost optimization, contributing to healthy margins.

- Client Management: Serve as the primary point of contact for clients regarding operational performance, issue resolution, and service delivery.

- Develop and maintain strong relationships with clients to ensure satisfaction and identify opportunities for service improvement or upselling.

- Drive Upselling Initiatives: Identify and seize upselling opportunities within projects, ensuring that existing clients are aware of additional services or features that can enhance their experience, increase revenue, and contribute to the growth of the business.

- Reporting and Analysis: Regularly analyse and report on key performance indicators (KPIs), financial results, customer feedback, and operational efficiency.

- Provide insights and recommendations to senior leadership to improve service delivery and business outcomes.

- Process Improvement: Continuously assess and optimize operational processes to improve efficiency, enhance the customer experience, and reduce operational costs.

- Implement best practices and technology solutions to streamline workflows and enhance performance.

- Customer Experience Excellence: Ensure the contact centre consistently delivers a high level of customer satisfaction across all communication channels.

- Address customer escalations and ensure prompt resolution to maintain a positive brand image.

- Collaboration with Cross-Functional Teams: Work closely with other departments, including IT, HR, Sales, and Marketing, to ensure that customer support processes are aligned with broader business objectives and customer engagement strategies.

- Forecasting and Resource Planning: Plan and forecast staffing needs based on operational requirements and expected demand across different channels.

- Ensure appropriate scheduling and resource allocation to meet customer demands efficiently.

Requirements:

Qualifications:.

- Any degree.

- 10+ years of experience in operations management, ideally within an omni-channel or contact centre environment.

- Strong knowledge and experience in upselling, customer retention, and driving revenue growth through customer interactions.

- Demonstrated ability in gross margin management, with a focus on cost control, budgeting, and improving profitability.

- Proven experience in client management, with a track record of building and maintaining successful client relationships.

- Excellent leadership, communication, and interpersonal skills, with the ability to manage and motivate a team.

- Strong analytical skills, with the ability to use data to make informed decisions and drive improvements.

- Experience with contact centre technologies, CRM systems, performance analytics tools, and workforce management solutions.

- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

Preferred Skills:

- Familiarity with AI-powered tools and automation in contact centre operations.

- Experience in service delivery or project management.

- Knowledge of customer satisfaction measurement tools and methodologies.