Operations Supervisor (BPO setup)

Job Description

Team Management:

• Manages day-to-day activities of all projects.
• Creates a customer-focused environment that motivates and empowers teams to deliver high-quality customer service.
• Develops and coaches team members, provides constructive feedback and support.
• Makes hiring decisions, identify training needs, and deliver appropriate training to staff.
• Reviews performance based on scorecards and implement rewards and recognition plans.

Client Relationship Management:

• Builds and fosters client relationships to ensure continued business and growth.
• Ensures adherence to contractual obligations (service level agreements and internal KPIs) through analysis and reporting.
• Handles and responds to client escalations and commendations.
• Maintains a high degree of client focus and flexibility (including working early/late shifts).

Operational Excellence:

• Implements and develops policies and procedures for process improvement.
• Identifies and responds to ideas for process improvement from team members.
• Analyzes and prepares reports for Management on contractual obligations (service level agreements and internal KPIs).
• Experience supporting global, high-availability operating environments.
  

Qualifications

• College degree of Automotive Technology, Business management/ Administration or any related course
• Demonstrate strong leadership abilities and be achievement oriented
• Take initiative and be determined to see things through to completion
• Multi-task and work independently in a fast-paced work environment with calm under pressure
• Show excellent time management skills and be goal-driven, exceeding operational metrics and productivity goals
• Excellent verbal, written, and interpersonal skills
• Advanced problem-solving skills and the ability to negotiate through difficult situations with customer recovery as the end goal
• Strong analytical and problem-solving skills with the ability to provide quick resolutions
• Experience in coaching and staff development
• Must be customer service oriented and believe in teamwork, collaboration, adaptability, and initiative
• Amenable to work for US Account (night shift), and working on-site

Additional Information

Kindly attach your resume in your application. Only shortlisted candidates will be contacted via email.