Job description
To manage the day-to-day operations with a team of TAC engineers and meet the required service levels, quality and productivity
Maintaining SLA target on a monthly basis to achieve desired KPIs including absenteeism and attrition within the team
Acts as a point of contact for the resolution of customer escalations, inquiries, and complaints from external and internal customers
Suggest process improvements, Value Adds and Improvement plans as required
Attend Weekly Review with Client
Ensure all Company policies and procedures are implemented consistently and fairly.
Implement best practices on the floor
Monitoring, coaching and feedback, the responsibility to ensure Top-notch customer experience in every call
Act as an interface between the team and the management and all Support functions so that the team operates smoothly at the highest efficiency and within the prescribed norms
Compliance to log-in, log out scheduled breaks of agents
Conducting performance appraisal for the team
Mentor team members to bring out the best among them
Role: Operations Manager
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Operations
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
Operations ManagerPDFSocial mediaTestlinkPerformance appraisalMentorHRCustomer experienceManagementMonitoring