Operations Manager

Foundever; Gurugram District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Foundever is seeking an Operations Manager (US) for Gurugram to manage first-line supervisors and multiple teams in a voice-based international contact center. The role requires leadership to meet service, quality and client goals while coordinating with senior management.

The candidate should have 4+ years of directly related experience including supervisory roles, and international voice experience, with willingness to work in US shift timings from the Gurugram office.

Qualifications

• 4+ years of directly related experience, including 2+ years of supervisory experience.
• International Voice Experience is mandatory.
• Experience in BPO/BPM (Voice background) with international travel domain exposure.

Responsibilities

• Manages first-line supervisors responsible for day-to-day operations of a team handling customer inquiries.
• Ensures client and corporate service, quality and contribution goals are met.
• Provides leadership and training to associates; coaches and mentors team supervisors.
• Supervises multiple teams for one or more clients.

Skills

Leadership

Verbal communication

Written communication

Customer relationship management

MS Office

Education

Bachelor's degree in Business Management/Administration

Tools

MS Office

Job description

Operations Manager (US) - Gurugram

• Total Experience - 10+ Years
• Relevant Experience - 1+years as an Operation Manager on paper
• Candidate should be from BPO/BPM (Voice background)
• Current/Previous International Travel Domain experience is required
• Work from Office Opportunity
• Location - Gurugram (DLF, Sec.30)
• Shall hunt for a manager or a senior manager level into Voice Domain for International contact center, US responsible to handle at least 150 FTEs
• Shall operate in US shift timings, and would be required to stretch as and when required
• Job location shall be Gurugram, the resource has to operate from the office.

Job Description

• college degree in Business Management/Administration or equivalent combination of education and directly related experience
• 4 or more years of directly related experience, including 2 or more years of supervisory experience.
• Strong leadership skills with the ability to manage large groups of people. Strong verbal/written communication and facilitation skills. Strong interpersonal skills and experience demonstrating successful customer relationship management.
• International Voice Experience is mandatory
• Shall operate in US shift timings, and would be required to stretch as and when required
• manager level into any Voice Domain for International contact center, US
• Appropriate communication and escalation of client issues to multiple levels of site and Operations management
• Client strategies to meet client/corporate goals and objectives

Summary of Primary Job Responsibilities: (may be used to create job postings)

Manages first-line supervisors that are responsible for managing the day-to-day operations of a team of representatives handling customer inquiries and issues. Ensures client and corporate service, quality and contribution goals are met. Ensures that financial, metric and associate satisfaction goals are met. Provides leadership and management to associates. Provides training and development opportunities for supervisory team. Coaches and mentors team supervisors. Regularly conducts supervisor team meetings. Supervises multiple teams for one or more clients.

Typical Qualifications: (education, experience, knowledge, skills and abilities typically needed to perform this job)

Education (if beyond High School or equivalent): Four-year college degree in Business Management/Administration or equivalent combination of education and directly related experience.

Experience Target (in this job or a related function/field): 4 or more years of directly related experience, including 2 or more years of supervisory experience.

Skills: (identify essential skills required, and identify additional skills that enable success in performing this job)

Strong leadership skills with the ability to manage large groups of people. Strong verbal/written communication and facilitation skills. Strong interpersonal skills and experience demonstrating successful customer relationship management. Ability to use a computer (Internet, e-mail, MS Office programs) to complete daily duties.

Knowledge/Abilities: (describe type and level of knowledge or ability needed to perform essential job functions and those that enable success in performing this job)

Demonstrated knowledge of contact center operations and customer support. Demonstrated knowledge of the technology industry and general business management. Demonstrated ability to analyze processes, enact change and think operationally and strategically to achieve business goals.

Special Certifications (if appropriate--identify if required to perform the job or just preferred):

Travel Required (typical % of time, scope of travel (in country, international), transportation mode, special issues):

Other: (if appropriate, list anything especially challenging or unique about this position that is needed to be successful in performing this job that is not covered in other areas above)