Operations Manager - Customer Support Job in @ IO Digital

Job Description

Key Responsibilities: Operations Management:Manag e day-to-day BPO operations, including workflow management, staffing, and client deliverables.Monit or and optimize operational processes to improve efficiency and reduce costs.Team Leadership:Lead, mentor, and manage a team of supervisors and agents to achieve performance targets.Ensur e team alignment with company values, goals, and client expectations.Clien t Relationship Management:Act a s the primary point of contact for clients, ensuring their expectations are met or exceeded.Manag e client escalations and provide timely resolutions.Perfo rmance Monitoring & Reporting:Track key performance indicators (KPIs) such as SLA adherence, productivity, quality, and customer satisfaction.Prepa re and present operational reports to leadership and clients.Quali ty Assurance & Compliance:Ensur e adherence to company policies, legal regulations, and client-specific requirements.Drive quality initiatives and manage audits to uphold service excellence.Strat egic Planning:Devel op and implement strategies to improve service delivery, employee engagement, and client satisfaction.Colla borate with senior management to align operational goals with organizational objectives. Key Skills and Competencies: Strong leadership and team management abilities Excellent communication and interpersonal skills Analytical mindset with problem-solving capabilities Proficiency in BPO tools and technologies (e.g., CRM, Workforce Management Systems) Strong organizational and time management skills Ability to manage multiple tasks and prioritize effectively Qualifications: Bachelors degree in Business Administration, Operations Management, or a related field (MBA preferred). 4+ years of experience in BPO operations, including leadership roles. Proven track record of managing large teams and delivering operational excellence.,

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Operations Management Team Leadership Client Relationship Management Strategic Planning Team management Interpersonal skills Time management technologies