Operations Manager - Customer Care
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Other
Job Description
NIIT Technologies (NIIT) the world’s first solutions and services firm to provide media companies with comprehensive, media industry-specific, business and IT solutions and both front- and back-office operations delivery. With a track record of nearly 100 years of media industry, business process and technology expertise, NIIT helps media companies enhance their operational efficiency, reduce their operating expenses and increase their revenue.
Job Summary:
Reporting to the Director – Customer Care, this position is responsible for operational oversight for the fast paced, rapidly growing customer experience center. This position will work closely with customer care leadership to ensure adequate resources are on-boarded and deployed to meet client service level agreements and compliance. The Operations Manager is responsible for assisting in delivery execution including achieving customer experience center performance metrics and assisting with strategic planning, annual budget preparation, employee morale, scheduling, and personnel management. This position will work together with the Director and Senior Manager of Customer Care and the Customer Care/Customer Experience Center leadership team in all daily operational needs.
Job Responsibilities:
• Establish and sustain strong on-going relationships with clients, business units, and leadership to understand current and future operational needs of the customer care business.
• Map current customer experience center processes and provide insight as to how to improve those processes; document and publish, then refine as needed.
• Work with customer care leadership to align customer care workflow among teams to execute complex initiatives and ensure accountability to team goals.
• Assist customer experience center leadership to provide backup coverage as needed.
• Track individual production metrics at the team and individual levels to detect trends and recommend proactive adjustments to maintain service levels and maximize efficiencies.
• Report client metrics, billing and analytics to internal and external customers.
• Ability to work independently and follow through on assignments with minimal supervision.
• Work with human resource team in all recruiting efforts for the customer experience center to ensure resource pool of candidates is at the ready as client demands change
• Serve as a liaison between customer care and human resources to ensure all onboarding activities and reporting are compliant with human resource and client requirements.
• Manage and lead projects to show continuous improvement within the customer experience center.
• Manage training, quality and workforce teams to ensure efficient management of resources and process needed to meet client and customer expectations.
• Work directly with customer care leadership to set and achieve goals for customer care business and assist managing/maintaining staff morale.
• Other duties as assigned.
Travel:
Up to 10% travel
Requirements:
• 5-8 years of customer care, contact center, or other relevant work experience
• Bachelor’s degree or 3-5 years of relevant experience
• Strong customer care knowledge/experience/focus
• Superb people skills
• Previous recruiting success in a high-volume environment
• Excellent oral and written communication skills
• Strong analytical and problem-solving skills
• Ability to work cross-functionally to resolve issues
• Hands-on leader with the ability to work within a culturally-diverse staff and cross-functional teams.
• Experience with fast-paced environments, working with multiple teams and contracts, juggling multiple projects simultaneously, multi-tasking
• Ability to perform and deliver under pressure
Qualified applicants may be subject to a background check, credit check and/or drug screening. Additionally, all NIIT Employees are required to participate in Direct Deposit.
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).
NIIT Technologies, Ltd. is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or the presence of a disability, which would not prevent the performance of essential job duties with, or without reasonable accommodation or any other protective status.
Job Summary:
Reporting to the Director – Customer Care, this position is responsible for operational oversight for the fast paced, rapidly growing customer experience center. This position will work closely with customer care leadership to ensure adequate resources are on-boarded and deployed to meet client service level agreements and compliance. The Operations Manager is responsible for assisting in delivery execution including achieving customer experience center performance metrics and assisting with strategic planning, annual budget preparation, employee morale, scheduling, and personnel management. This position will work together with the Director and Senior Manager of Customer Care and the Customer Care/Customer Experience Center leadership team in all daily operational needs.
Job Responsibilities:
• Establish and sustain strong on-going relationships with clients, business units, and leadership to understand current and future operational needs of the customer care business.
• Map current customer experience center processes and provide insight as to how to improve those processes; document and publish, then refine as needed.
• Work with customer care leadership to align customer care workflow among teams to execute complex initiatives and ensure accountability to team goals.
• Assist customer experience center leadership to provide backup coverage as needed.
• Track individual production metrics at the team and individual levels to detect trends and recommend proactive adjustments to maintain service levels and maximize efficiencies.
• Report client metrics, billing and analytics to internal and external customers.
• Ability to work independently and follow through on assignments with minimal supervision.
• Work with human resource team in all recruiting efforts for the customer experience center to ensure resource pool of candidates is at the ready as client demands change
• Serve as a liaison between customer care and human resources to ensure all onboarding activities and reporting are compliant with human resource and client requirements.
• Manage and lead projects to show continuous improvement within the customer experience center.
• Manage training, quality and workforce teams to ensure efficient management of resources and process needed to meet client and customer expectations.
• Work directly with customer care leadership to set and achieve goals for customer care business and assist managing/maintaining staff morale.
• Other duties as assigned.
Travel:
Up to 10% travel
Requirements:
• 5-8 years of customer care, contact center, or other relevant work experience
• Bachelor’s degree or 3-5 years of relevant experience
• Strong customer care knowledge/experience/focus
• Superb people skills
• Previous recruiting success in a high-volume environment
• Excellent oral and written communication skills
• Strong analytical and problem-solving skills
• Ability to work cross-functionally to resolve issues
• Hands-on leader with the ability to work within a culturally-diverse staff and cross-functional teams.
• Experience with fast-paced environments, working with multiple teams and contracts, juggling multiple projects simultaneously, multi-tasking
• Ability to perform and deliver under pressure
Qualified applicants may be subject to a background check, credit check and/or drug screening. Additionally, all NIIT Employees are required to participate in Direct Deposit.
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).
NIIT Technologies, Ltd. is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or the presence of a disability, which would not prevent the performance of essential job duties with, or without reasonable accommodation or any other protective status.