OPS MANAGER- CHAT jobs in Mumbai at Radical Minds

OPS MANAGER- CHAT

Job: Manager

Location: Gurgaon / Mumbai

PRINCIPAL RESPONSIBILITIES :

Work direction and development for a team of executives (150-200) & 5-6 TL
Team management –
Coaching & Feedback – Providing adequate feedback & coaching to improve employee morale & contribute directly to team performance
Employee Engagement – conducting engagement activities at the team as well as organization level
Attrition & Absenteeism – Adherence to attrition & absenteeism targets aligned as per goals
Employee Development – provide learning opportunities to team & succession planning
Monthly Team Connect – Evaluation of team’s performance & monthly 1-0-1 connect with employees
Provide operational floor management by monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production of the outbound / inbound status group and manual processes
Keep Informed of New Products and Services.
Provide operational floor management by monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production of the outbound / inbound status group and manual processes.
Assist with training and identify training needs within the group and provide feedback
Mentor and assist the team.
Experience in outbound process with expertise in driving DE/Customer Satisfaction related deliverable. Minimum 5 years.
Very Strong Operational skills for managing a team of 80 plus. Sound understanding of Operations & Delivery, coming with a strong background in managing Operations and proven delivery experience.
Good experience in people management and passionate about DE/customer experience
Ability to manage stress, experience in managing a challenging account
Strong leadership skills and ability to ensure the team understands job and business requirements and build team empowerment
Manage Employee SAT on the floor
Be a strong mentor for front line leadership on the floor to deliver on ESAT and productivity
Soft Skills Willingness to learn & contribute, Positive Attitude, Effective team management skill, Good communication skills, Adaptable to changes, Open-mindedness, Ability to stretch, Commitment to the job,
Excellent interpersonal skills
Analyze performance results and implement department improvements
Resolve escalated customer complaints

CRITICAL SKILLS REQUIRED:

Knowledge of the BPO Metrix.
Must have worked in the outbound process – minimum latest 2 years of experience
Knowledge of Customer Procedures / Policies
Excellent spoken and written communication skills
Knowledge of Customer’s Culture
Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS
Strong interpersonal, effectiveness and teamwork skills to empower, influence and reach resolution with direct reports, colleagues and leaders
Excellent analytical, problem-solving, decision-making and project management skills
Ability to drive results against SLA performance indicators
Ability to handle stressful situations
Willingness to work in a 24×7 environment and rotational shifts.

CANDIDATE SPECIFICATION:

Graduate or graduate equivalent.
Relevant product/process knowledge
1-5 years of relevant industry experience
Coaching and developing people
Managing change
Emotional intelligence
Proven ability to lead and motivate a service-oriented team in a fast-paced environment
Experience in a call center environment
Excellent analytical, problem-solving, decision-making and project management skills

Radical Minds assist in logistics management in a way which helps companies to become bigger, better and more profitable. Our services are cost saving, flexible, & improves performance.