General Manager Operations

Role -    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.

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.

Criteria
- 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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