Job Description

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Responsibilities:

• Manage and oversee the day-to-day operations of the contact center, ensuring efficient and effective operations to meet and exceed client expectations from KPIs, and SLA targets.
• Lead, motivate, and manage multiple projects, fostering a positive and collaborative work environment while driving performance and achieving targets.
• Develop and maintain strong client relationships, serving as the main point of contact for client management and engagement, and consistently meeting or exceeding client expectations.
• Prepare and deliver engaging presentations and reports to clients and internal stakeholders, showcasing performance metrics, insights, and recommendations to drive continuous improvement and client satisfaction.
• Provide coaching and support to Team Leads and Shift Leads, promoting their professional growth and ensuring consistent development of leadership skills.
• Collaborate with cross-functional teams to analyze processes, identify areas for improvement, and implement appropriate solutions to enhance operational efficiency, quality, and customer experience.
• Utilize data analytics to assess and monitor performance metrics, proactively identifying trends and implementing data-driven strategies to improve service quality and efficiency.
• Stay up-to-date with industry trends and best practices, proactively seeking opportunities for innovation and suggesting improvements in processes, technologies, and workflows.
• Foster a positive and inclusive work environment, promoting teamwork, employee engagement, and a culture of continuous learning and improvement.

Requirements:

• Bachelor\'s degree in a relevant field or equivalent work experience.
• Minimum of 3 years of experience as an Operations Manager in the BPO industry, successfully managing a team of at least 75 FTEs or more.
• Strong client management and engagement skills, with a proven track record of building and maintaining successful client relationships.
• Excellent presentation and reporting skills, with the ability to effectively communicate information in a clear and concise manner to clients and internal stakeholders.
• Experience in coaching and mentoring Team Leads and Shift Leads, fostering their professional development and enhancing team performance.
• Proficient in data analysis, using data-driven insights to identify opportunities for improvement and make informed strategic decisions.
• Strong problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders and teams.
• Strong leadership abilities, with a results-oriented mindset and the ability to motivate and inspire a large team.
• Flexibility and adaptability to navigate a fast-paced, dynamic environment.
• Has a gaming background or someone who has an understanding about the industry, familiarity with gaming tech, understanding of player experience and updated with industry trends.

Benefits:

Hybrid setup

Worker\'s insurance

Paid Time Offs

Other employee benefits to be discussed by our Talent Acquisition team in India

Role Information: EN

Studio: Helpshift

Location: Asia Pacific, India,

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, In-Office

Keywords Studios