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Operations manager

Full Time

iOPEX

  • Full Time
  • Bangalore
  • Applications have closed
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  • 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 KPI s 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
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