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.

• Manage and supervise a team of Customer Care Executives, providing guidance and support to ensure high-quality customer service.
• Oversee the handling of customer inquiries, ensuring timely and accurate responses.
• Monitor and analyze customer feedback and trends to identify areas for improvement and implement necessary changes.
• Develop and implement strategies to enhance customer satisfaction and retention.
• Collaborate with other departments to align customer care processes with overall business objectives.
• Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
• Train and mentor new CCEs, fostering a culture of continuous learning and development.
• Maintain accurate records and documentation of customer interactions and support cases.
• Identify opportunities for process improvement and implement efficient solutions.
• Stay updated with industry trends and best practices in customer care and back-office operations.
• A bachelor's degree in business administration, customer service, or a related field is preferred.
• Minimum 3 years of experience in a customer care or operations management role, preferably in the BFSI industry.
• Strong leadership and team management skills, with the ability to motivate and inspire a diverse team.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Analytical thinking and problem-solving abilities, with a focus on process improvement.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong organizational skills and attention to detail.
• A results-driven mindset with a track record of achieving customer satisfaction goals.
• Willingness to adapt to changing business needs and a fast-paced environment.