Operations Manager
Operations Manager



Operations Manager

About the job

Job Advert

Whether it’s planning a project or successfully executing mission impossible, you’ve got it figured out. You’re the type of person everyone needs on their team, you know whose strengths to use and how to keep everyone motivated.

If you’re looking for your next challenge and opportunity to grow your career then join our team as an Operations Manager working on a vibrant campaign in Gurgaon.

This opportunity is for someone highly responsible with exceptional organisational and project management skills. We want multi-taskers with the ability to juggle priorities without losing focus.

Apart from identifying issues, before they become problems, you’ll also need to be a confident decision maker and solution finder, while a critical eye for detail and strategic way of thinking will get you far in this role.

If you’re ready to lead by example, have a knack for communicating and have a proven track record of success, then this opportunity is yours to grab so apply today!

What you'll be doing

  • Delivering annual contact centre and customer experience objectives ensuring it is aligned to our client’s strategy and risk appetite
  • Managing and supporting the delivery of the Contact Centre’s operational service strategy
  • Leading, developing and motivating Team Managers to encourage agents to deliver a best in class service across all stages of the customer journey
  • Providing strong, visible leadership to help deliver a positive, open culture where high quality colleagues can deliver to their full potential
  • Effectively managing and developing the performance, talent and future capability of all direct reports and wider team
  • Being accountable for delivering contact centre processes in line with conduct/ regulatory risk standards and within Operations risk appetite
  • Operating within the customer service risk and control framework, effectively monitoring key risks, escalated issues and identifying common trends
  • Driving fair outcomes for the customer, embedding these principles in all contact centre processes and policy. Prompt action taken to mitigate issues identified through outcome testing measures
  • Working with the business to deliver new products, changes or initiatives impacting customer service
  • Ensuring the contact centre has appropriate levels of multi-skilled resource at all times, coordinating staff recruitment and training
  • Designing and delivering reward and incentive schemes aligned to fair customer outcomes
  • Owning first line operational risks and controls
  • Developing strong working relationships with key internal and external stakeholders, to achieve business objectives

What you’ll need

  • Experience handling big team on Telecom (voice) campaign in a Collections environment
  • Proven leader and relationship manager experience across teams and in a matrix management organisation
  • Detailed understanding and experience of contact centre management
  • Strong relationship & stakeholder management skills at a senior manager and executive level
  • Project management skills in complex multi-functional projects
  • Strong influencing, negotiating and networking skills
  • Excellent management and interpersonal skills
  • Analytical & conceptual ability to understand customer attitudes and motivations, and to translate this into directional recommendations for business strategy
  • Strong awareness and understanding of conduct risk

We’d love to get to know you better. After applying, you will be sent a link to complete a quick online chat. Take this opportunity to advance your career with our collaborative team of game-changers.

Operations Manager

Gurugram, India

Full-time, Indefinite

Start Date:As soon as possible

Latest start date: