Position Overview
The Operations Manager will oversee the day-to-day operations of our Customer Service function, ensuring a
high-quality customer experience while driving revenue growth through strategic upselling initiatives. This role requires a
results-oriented leader with a strong operational mindset, proven team management skills, and a focus on process optimization and customer engagement.
Key Responsibilities
- Lead, mentor, and manage the Customer Service team to deliver exceptional service standards and achieve operational KPIs.
- Develop and implement processes and workflows to improve efficiency, response times, and resolution rates.
- Drive upselling initiatives to achieve maximum $/interaction.
- Analyze performance data to identify trends, optimize operations, and report insights to senior management.
- Establish and maintain standards for customer satisfaction, quality, and compliance with company policies.
- Liaise with client counterpart
Qualifications
- Bachelor's degree in Business Administration, Operations Management, or a related field or corresponding experience in the workforce.
- Minimum of 3 to 5 years of experience in operations, customer service management with upselling in a contact center environment.
- Proven track record in developing a group of team leaders developing a team of customer service agents
- Demonstrated success in team leadership, process optimization, and revenue growth through upselling.
- Strong analytical skills with the ability to leverage data for decision-making.
- Strong business acumen with strategic thinking and brings forth process improvement initiatives
- Excellent communication, interpersonal, and problem-solving abilities.
- Experience in the appliance, consumer electronics, or retail industry is highly preferred.
Key Competencies
- Leadership & Team Development
- Customer Experience Excellence
- Revenue Growth & Upselling Strategy
- Process Improvement & Operational Efficiency
- Data-Driven Decision Making
- Performance Management & Reporting
WHY INTELASSIST
We grow together. We value your effort. We aim to empower you.
