Operations Executive

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.

Responsibilities

• Manage and coordinate the activities of CCEs, ensuring efficient customer inquiry handling and issue resolution.
• Monitor and analyze customer feedback to identify areas for improvement and implement strategies to enhance customer satisfaction.
• Collaborate with the back-office team to streamline processes, optimize workflows, and enhance overall operational efficiency.
• Maintain accurate records and documentation of customer interactions and ensure data integrity.
• Conduct regular performance evaluations of CCEs, providing feedback and coaching to enhance their skills and productivity.
• Stay updated with industry trends, best practices, and emerging technologies to enhance customer care processes.
• Liaise with other departments, such as IT and Marketing, to ensure alignment and integration of customer care strategies.
• Develop and implement training programs for CCEs to enhance their product knowledge and customer service skills.
• Ensure compliance with company policies, procedures, and regulatory requirements in customer care operations.

Qualifications

• Bachelors 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.
• Strong leadership and management skills with the ability to motivate and guide a team.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Analytical skills with the ability to interpret data and make informed decisions.
• Ability to work independently, manage multiple tasks, and prioritize effectively.
• Strong problem-solving and conflict resolution skills.
• Willingness to stay updated with industry trends and best practices.
• Flexibility to adapt to changing business needs and work schedules.