Job openings for operation manager in mahape navi mumbai

Responsibilities:

• Hire, coach and provide constant monitoring and training support to Team Leads and their team members to maintain high client service standards.
• Manage production floor issues related to absenteeism, attrition, manpower management, etc.
• Answering team member questions, guiding them through difficult calls or issues, diffusing upset customers, or handling issues that cannot be fielded by Team Leaders or other Supervisors.
• Develop performance objectives for the call center’s day-to-day activities and core operations.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.) periodically to improve metrics to Client satisfaction.
• Assume responsibility of budgeting and tracking expenses related to the production floor.
• Leading team meetings, asking questions to better understand the issues and concerns of production floor, educating, and coaching team members regarding processes and practices, and setting appropriate expectations with team members.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management, as may be needed, subject to production requirements.
• Assisting other management team members in identifying trends and establishing call center goals.
• Ensuring staff members are achieving desired sales and quality service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Taking on other tasks or projects to support employees, other managers, and call center operations.



Requirements:

• Bachelor’s or master’s degree in any non-engineering related discipline.
• Experience in handling call center agents especially Sales or Lead Gen preferably US pro

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