Account: BFSI
Work location/Set up: Onsite
Shift Schedule: GY

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 analyse 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

What we’re looking for:

-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