Job Advert
If you're a confident decision-maker and solution finder driven by results, this could be your moment to shine as an Operations Manager in Gurgaon. This is a full-time opportunity and it comes with a generous salary and benefits package.
As an Operations Manager, you will be delivering campaign objectives ensuring they are aligned to our client’s strategy and risk appetite.
What you'll be doing:
- Ensure coaching effectiveness, support continuing education training requirements and improvement of performance across Supervisor teams
- Conduct Team Manager quality coaching
- Manage changes and initiatives via team meetings, huddles, workshops, tool and behaviour reporting
- Lead, develop and motivate Team Managers to encourage their Content Moderators to deliver a best in class service across all stages of the customer journey.
What you need:
- Minimum 2 years of experience as a team lead
- Team handling above 150+ agents
- Customer service experience of over 2+ as a Ops Manager or AM Ops
- Preferred experience in Retail industry
- Good understanding of Ops metrics / KPIs for blended process – SL, Repeat, FCR, NPS
- Must have excellent communication skills and presentation skills
- Good knowledge of MS Office especially MS Excel
- Shift timings would be UK timings, must be willing to work 24*7 if required
- Excellent relationship and stakeholder management skills at a senior manager and executive level
- An awareness and understanding of conduct risk and the ability to innovate and find alternative solutions based on insights
As a vital member of the team and in return for your expertise, inclusive approach and commitment, you will be provided with a favourable salary and the chance to join a passionate and inclusive team.
Join our fun-loving inclusive community of passionate people delivering exceptional customer experiences for some of the world’s leading brands.