Summary role description: 

Hiring for a Senior Operations Manager – Customer Service for a leading digital outsourcing company.

Company description:

Our client is a leading US Headquartered digital outsourcing company that provides next-generation customer experience and tech-enabled services to the world’s most innovative brands, helping them build, and grow their businesses. They are a team like no other, providing digital CX, consulting, Trust & Safety, AI Services and more to their clients across social media, ecommerce, gaming, Hi-tech, Fin Tech and more. They partner with some of the most innovative and disruptive brands to support their clients in their long-term goal and vision. They have been recently certified as Great Place to Work and the Best Company for Diversity having more than half their workforce as women.  

Role details:

• Title / Designation:  Senior Operations Manager
• Reporting Manager: VP of Operations
• Location: Navi Mumbai
• Work Mode: Work from office

Role & responsibilities:

• Oversee multiple campaigns, including managing Operations Managers, Team Leaders, and Staff.
• Maintain regular communication with all company departments and senior management.
• Manage staffing, provide coverage and training, and ensure excellent client service and problem resolution.
• Develop and implement individual and team goals, ensuring compliance with policies and procedures.
• Assist the Operations Director in crafting operational procedures.  

Candidate requirements:

• 10+ years of experience as a Senior Manager/Director in BPO frontend Operations and Management, handling at least 300 FTEs.
• Experience in chat process and voice process across multiple domains including ecommerce, logistics etc. 
• Strong computer skills, especially in MS Office and Google applications.
• Proven track record of meeting and delivering targets with excellent verbal and written communication skills.
• Ability to multitask and work in a fast-paced, high-stress environment.
• Strong leadership, organizational, analytical, and managerial skills, with the ability to build productive business relationships.
• Professional, courteous, and resilient attitude.

Assessment process:

• Discussion with Director of TA
• Discussion with Director of Operations
• Discussion with VP of Operations
• Discussion with HR team