BPO Operations Manager - BFSI Account
Full-time
Gratitude Jobs Ahead HR Inc
Description
Manage and lead a team of customer service representatives, ensuring they are equipped with the necessary skills and resources to deliver outstanding service.
- Monitor and analyse key performance metrics to identify opportunities for process improvement and drive operational excellence.
- Collaborate with cross-functional teams to develop and implement strategies that enhance the customer experience.
- Liaise with clients to understand their evolving needs and translate them into actionable plans.
- Foster a positive and engaged work culture, supporting the professional development of your team.
- Ensure compliance with all relevant policies, procedures and regulatory requirements.
- Contribute to the continuous improvement of our service delivery, leveraging data-driven insights.
Requirements
- Proven track record of successfully managing operations in a customer service or call centre environment, preferably within the travel industry.
- Strong leadership skills with the ability to motivate and develop high-performing teams.
- Excellent problem-solving and decision-making abilities, with a focus on driving operational efficiency.
- Proficient in data analysis and using insights to drive process improvements.
- Exceptional communication and interpersonal skills, with the ability to liaise effectively with clients and cross-functional stakeholders.
- 2 years of BFSI/Financial Background (No indication on CV, automatically rejected).
- 3-5 years of experience as an Operations Manager or Assistant Manager in a BPO setting.
- Bachelor degree.
Vacancy posted 1 day ago
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