Ops Manager- Chat Job in Radical Minds

Process/LOB: Logistics

Job: Manager

Location: Gurgaon / Mumbai

Reporting to: HOD

• 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

• 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.

• 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