About this role
As an Operations Executive, you will be responsible for overseeing the smooth operation of our back-office processes. This includes coordinating with various teams, managing resources, and implementing strategies to enhance efficiency. Your role will be pivotal in ensuring that our customer care executives have the necessary support to deliver exceptional service. You will work closely with the management team to identify areas of improvement and implement best practices.
• Oversee daily back-office operations and ensure efficient workflow. • Coordinate with customer care executives to address customer inquiries and concerns. • Implement and monitor performance metrics to evaluate team productivity. • Develop and maintain strong relationships with internal and external stakeholders. • Identify process bottlenecks and implement solutions to improve efficiency. • Train and mentor team members to ensure consistent service delivery. • Handle escalations and complex customer issues, providing timely resolutions. • Stay updated with industry trends and best practices in customer care. • Collaborate with the management team to set and achieve operational goals. • Ensure compliance with company policies and procedures at all times.
• Bachelor's degree in Business Administration, Operations Management, or a related field. • Minimum 3 years of experience in a similar operations executive role. • Excellent organizational and time management skills. • Strong problem-solving abilities and a proactive approach. • Proven track record of successfully managing back-office operations. • Effective communication skills, both verbal and written. • Ability to work independently and manage multiple tasks simultaneously. • Proficiency in using MS Office and relevant operations software. • Analytical mindset with a focus on data-driven decision-making. • Willingness to adapt and learn new skills as needed.