About this role
As an Operations Executive, you will play a vital role in overseeing the day-to-day operations of our back-office team. Your primary focus will be to ensure efficient and effective customer care by managing and coordinating the activities of our Customer Care Executives (CCEs). You will act as a bridge between the front-line customer support and the back-office operations, ensuring a seamless flow of information and a positive customer experience.
• Manage and supervise a team of Customer Care Executives, providing guidance and support to ensure high-quality customer service. • Oversee the handling of customer inquiries, ensuring timely and accurate responses. • Monitor and analyze customer feedback to identify areas for improvement and implement strategies to enhance customer satisfaction. • Collaborate with other departments to ensure smooth operations and efficient resolution of customer issues. • Develop and implement processes and procedures to streamline back-office operations and improve overall efficiency. • Ensure compliance with company policies and procedures, maintaining a high standard of professionalism. • Conduct regular performance evaluations and provide constructive feedback to CCEs, fostering a culture of continuous improvement. • Stay updated with industry trends and best practices, suggesting innovative solutions to enhance customer care. • Build and maintain strong relationships with key stakeholders, including clients and partners. • Assist in training and onboarding new CCEs, ensuring they are equipped with the necessary skills and knowledge.
• Bachelor's degree in Business Administration, Customer Service, or a related field. • Minimum 3 years of experience in a customer care or operations management role, preferably in the BFSI industry. • Excellent communication and interpersonal skills, with the ability to build strong relationships. • Proven leadership and team management skills, with a track record of motivating and developing high-performing teams. • Strong analytical and problem-solving abilities, with a data-driven approach to decision-making. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively. • Excellent organizational skills and attention to detail. • Flexibility to adapt to changing business needs and a dynamic work environment. • A customer-centric mindset, with a passion for delivering exceptional service.