Operations Manager

Transact Global; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Transact Global in Bengaluru is seeking an Operation Manager to assist in establishing call center objectives and lead representatives. The ideal candidate should possess exceptional communication and customer service skills, along with a strong understanding of call center metrics and processes.

The role involves hiring, training, and coaching staff, while also analyzing data to enhance customer satisfaction and operational efficiency. This position is crucial for maintaining service levels and supporting a high-performance team.

Qualifications

• Exceptional communication, interpersonal, and customer service skills.
• Comprehensive knowledge of company policies and offerings.
• Experience in managing call center operations and teams.

Responsibilities

• Assist in establishing call center objectives.
• Train, coach, and lead call center representatives.
• Analyze call center data and improve processes.
• Ensure service levels are achieved and take corrective actions.
• Prepare reports to enhance efficiency and customer satisfaction.

Skills

Communication skills

Interpersonal skills

Customer service skills

Knowledge of company policies

Analytical skills

Job description

Roles and Responsibilities

• The operation Manager will assist in establishing call center objectives
• Provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers
• One should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings
• Hiring, training, coaching, and leading call center representatives as they provide support for customers
• Knowledge on SLA, AL, AHT, Shrinkage, Attrition, Roaster Planning, CSAT, NPS, Quality Parameters, Abandon %, WBR, MBR, QBR, First hand Resolution, Dialers
• Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees
• Assisting other management team members in identifying trends and establishing call center goals
• Ensuring staff members are achieving desired 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