Operations Manager

Operational Manager

Location: Noida Sector 63

Experience Required: Minimum 5 years in direct customer handling and escalation resolution, and at least 3 years in team management in a similar domain.

Education: Bachelor's degree in Business Administration, Customer Service, or a related field (MBA preferred).

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Job Summary:

We are seeking an experienced and proactive Operational Manager to lead and oversee our customer service operations. The ideal candidate will have a proven track record of handling customer escalations, providing effective resolutions, and maintaining positive client relationships. This role also requires strong communication skills to handle the customer base, leadership skills to manage and mentor a team, ensuring they deliver prompt and effective solutions to customer queries.

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Key Responsibilities:

Customer Escalation Management:

1. Handle high-level customer escalations with professionalism and ensure quick resolution.

2. Maintain a calm and composed approach while resolving critical issues to prevent client dissatisfaction.

3. Analyse recurring issues and implement preventive measures to reduce future escalations.

4. Identify root causes of recurring issues and develop strategies to prevent future escalations.

Team Leadership:

1. Lead, mentor, and manage a team responsible for resolving customer queries and escalations.

2. Conduct regular team meetings, training sessions, and performance reviews to ensure team efficiency.

3. Foster a positive and motivated work environment to encourage collaboration and high performance.

Operational Excellence:

1. Develop and implement customer service policies and procedures to enhance the resolution process.

2. Monitor team performance metrics such as response time, resolution time, and customer satisfaction scores.

3. Collaborate with other departments to address customer concerns holistically and improve service delivery.

Client Relationship Management:

1. Build and maintain strong relationships with key clients, ensuring their satisfaction and loyalty.

2. Act as the point of escalation for high-priority clients, delivering timely and effective resolutions.

3. Conduct periodic reviews with clients to gather feedback and implement improvements.

Reporting and Analysis:

1. Prepare and present detailed reports on customer complaints, resolutions, and team performance to senior management.

2. Use data-driven insights to recommend and implement process improvements.

3. Monitor customer feedback trends to identify areas of improvement.

Skills:

1. Strong problem-solving and conflict-resolution abilities.

2. Excellent leadership and team management skills.

3. Exceptional communication and interpersonal skills.

4. Proficiency in customer relationship management (CRM) tools.

5. Analytical mind-set with the ability to interpret data and implement changes.

6. Ability to work under pressure and maintain a customer-first attitude.

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Key Competencies:

1. Customer Focus: A deep understanding of customer needs and expectations.

2. Empathy: The ability to handle sensitive situations with care and professionalism.

3. Leadership: Strong capability to inspire, guide, and grow the team.

4. Accountability: A results-oriented approach to meet organizational goals.

5. Adaptability: Flexibility to handle dynamic situations and client expectations.

Benefits:

• Competitive salary package up to ₹15 LPA.
• Health insurance and other benefits.
• Opportunities for professional growth and development.
• Collaborative and dynamic work environment.