JOB DESCRIPTION

• Manage and lead a team of customer service representatives, ensuring they are equipped with the necessary skills and resources to deliver outstanding service.
• Monitor and analyze key performance metrics to identify opportunities for process improvement and drive operational excellence.
• Collaborate with cross-functional teams to develop and implement strategies that enhance the customer experience.
• Liaise with clients to understand their evolving needs and translate them into actionable plans.
• Foster a positive and engaged work culture, supporting the professional development of your team.
• Ensure compliance with all relevant policies, procedures and regulatory requirements.
• Contribute to the continuous improvement of our service delivery, leveraging data-driven insights
  

REQUIREMENTS:

• Proven track record of successfully managing operations in a customer service or call Centre environment, preferably within the travel industry.
• Strong leadership skills with the ability to motivate and develop high-performing teams
• Excellent problem-solving and decision-making abilities, with a focus on driving operational efficiency.
• Proficient in data analysis and using insights to drive process improvements.
• Exceptional communication and interpersonal skills, with the ability to liaise effectively with clients and cross-functional stakeholder

Non-Negotiable Requirements:

• 2 years of BFSI/Financial Background (No indication on CV, automatically rejected )
• 3-5 years of experience as an Operations Manager or Assistant Manager in a BPO setting.
• Bachelor degree

Pre-Screening Notes:

Educational Attainment

Years of BFSI / Financial Background

Years of Experience as Operations Manager / Assistant Manager in BPO

Last Drawn Salary

Expected Salary: