Designation:              Asst. Operations Manager

Experience:                 5+ Years

Location:                      Bandra (W), Mumbai

 

Candidate and job summary

The successful candidate will take charge of the day-to-day running of the center through the effective use of resources. We’re looking for a skilled manager with a proven track record of motivating and training teams while putting in place the robust systems and processes needed to support 24/7 operations.

He or she will be able to demonstrate an ability to manage a rapidly expanding live chat operation by developing service efficiency and ensuring consistently high-quality live chat engagements.

As a critical member of the leadership team, you will demonstrate vision, innovation and creativity.

Responsibilities

  • Managing the day-to-day running of the center having established clear operational guidelines to ensure 24/7 live chat operations for CommVersion clients across multiple sectors.
  • Organising staffing, Creating & Managing staff rosters, including shift patterns and the number of staff required to meet demand.
  • Co-ordinate staff recruitment, including writing advertisements and liaising with HR staff.
  • Organising staffing, including shift patterns and the number of staff required to meet demand.
  • Carrying out needs assessments, reviews and cost/benefit analyses.
  • Reviewing the performance of staff, identifying training needs and planning training sessions.
  • Monitoring chats to improve quality, minimise errors and track operative performance.
  • Ensuring strong English language capabilities within live chat operator teams, following a process of continuous improvement.
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
  • Understand the financial performance of the company and suggest ways to meet or surpass quarterly and annual financial goals.
  • Understand customers’ needs & pain points and help with strategies to overcome them.
  • Working with CommVersion executives to set and meet performance targets for speed, efficiency and quality.
  • Ensuring all relevant communications, records and data are updated and recorded.
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
  • Maintaining up-to-date knowledge of industry developments and involvement in networks.
  • Recording statistics, user rates and the performance levels of the center and preparing reports.
  • Ensuring chat operations are ethical, fully legally compliant and that client and company data are protected.
  • Ensure maintaining & improving the company CSAT (Customer Satisfaction) score above and beyond the company set standards.
  • Creating & maintaining daily, weekly & monthly dashboards & reports on Excel.
  • Creating & presenting individual client & center-specific performance presentations.
  • Communicating with Clients across UK & US over skype and conference calls.

Requirements

  • Skilled in the use of spoken and written English.
  • At least five years’ experience in call center management or online chat environments, with a thorough understanding of live chat and live chat platforms.
  • A proven knowledge & track record of handling customer services
  • Ability to plan and manage at both the strategic and operational levels.
  • A good communicator who is seen as a natural leader and mentor, and who has strong influencing and delegating skills.
  • Skilled at managing teams to ensure consistently high standards with strong staff retention.
  • Team player who loves working collaboratively in an innovative, fast growing & challenging environment.
  • Experience in performing under stress.

Technical Skills, Competencies or Qualification Requirements

  • People Management & Leadership
  • Live chat platforms and data management tools
  • Digital Awareness
  • Marketing Awareness
  • Strong Excel, Power Point and other office suite skills