Job Description:

  • Analyze and maintain all Customer Service KPIs and implement improvement plans as needed
  • Selecting, training, developing and managing performance of direct reports and their analysts; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
  • Manage and review operations reports
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
  • Manage the performance of a team of customer service analysts
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross-functional meetings to review information received from other operational functions and partner with other departments to define action plans that resolve issues and drive continuous improvement
  • Monitor and improve the performance of the team in terms of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction and development
  • Operations responsibility includes managing the incoming volume/queues to meet KPIs and taking appropriate actions (breach adherence, arranging for overtime, etc.)
  • Communicate performance related indicators to the team and management through relevant and timely reports
  • Coordinate amongst the team and build relationships. Manage the team effectively and become a successful coordinator between the assigned team and internal/external customers
  • Participate in all front-line activities to maintain/enhance knowledge of the product
  • Keep a check on attrition and absenteeism
  • Performs other similar and related duties as required or directed


  • Candidate must possess at least a Bachelor’s/College Degree in any field
  • Candidate should have at least 3-5 years of experience as an Operations Manager/Assistant Manager
  • Must have excellent communication skills both spoken and written
  • Good working knowledge of MS Office
  • Should display deep knowledge in the principles of operations management, coaching and counselling


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