General Manager, Operations

Job Summary

The General Manager-Operations is responsible for overseeing and managing the day-to-day inbound international call center operations. Lead a larger team about 400 FTEs, ensuring efficient and effective service delivery to customers through both voice and non-voice channels with strong leadership, operational excellence and a deep understanding of customer service best practices.

Key Responsibilities

• Manage a diverse team of 350 to 400 FTEs, fostering a collaborative and inclusive work environment that promotes professional growth and development.
• Monitor and analyze key performance indicators (KPIs) related to customer service, identifying areas for improvement and implementing data-driven solutions.
• Develop and implement operational strategies, policies, and procedures to streamline processes, enhance efficiency, and improve overall customer satisfaction.
• Collaborate with cross-functional teams to ensure alignment and seamless integration of customer service strategies with overall business objectives.
• Oversee the recruitment, training, and development of customer service representatives, ensuring they have the necessary skills and knowledge to deliver exceptional service.
• Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency.
• Represent the organization at client engagements, building strong relationships and ensuring customer satisfaction and retention.
• Stay up-to-date with industry trends, best practices, and emerging technologies to continuously enhance customer service operations.
• Experience in leading and managing international customer service teams across multiple regions and cultures.
• Proven ability to drive process improvements and implement innovative solutions to enhance operational efficiency and customer satisfaction.

Requirements

• Graduate/Postgraduate
• Overall 15+ years of relevant experience in managing customer service operations, including 1+ year as a General Manager, with a strong global perspective. Demonstrates a deep understanding of cultural nuances and regional regulations.
• Proven ability to manage international customer service operations, in the Australian market (preferred) and handle complex customer inquiries.
• Excellent leadership and people management skills with the ability to motivate and inspire teams.
• Proficiency in English, Tamil/Malayalam as primary languages, with working knowledge of Telugu and Kannada, enabling effective communication and strong connection with diverse teams.

Work timings:Australian Shifts (5 working days, Rotational Week-off)

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