Our client, an on-demand Courier Service that delivers products ordered through their mobile app seeks to recruit Call Center Agents ,who will be a key point of contact between the company and their customers.

Key responsibilities

Strategic Planning and Execution:

• Develop and implement operational strategies to align with organizational objectives.
• Establish short-term actions aligning to the set OKRs.
• Ensure that operational plans are scalable and adaptable to business needs.

Process Optimization:

• Evaluate and improve existing processes to enhance efficiency.
• Identify gaps in the processes and develop solutions to improve productivity.
•  Lead initiatives for continuous improvement and innovation within the team.

Team Leadership:

• Manage and mentor a team of Team Leaders and QAs, fostering a culture of accountability and excellence.
• Conduct regular performance reviews, provide feedback, and design professional development plans.
• Promote team collaboration and resolve conflicts to maintain a productive work environment

Reporting and Analytics:

• Track and report on key operational metrics to senior management.
• Analyze data to identify trends, forecast requirements, and support decision-making.
•  Prepare detailed reports and presentations on operational performance and outcomes.

Stakeholder Coordination:

• Serve as the primary point of contact between the direct manager and other RTO stakeholders.
• Collaborate with stakeholders to address issues, resolve conflicts, and improve cross-
  functional workflows.
• Communicate progress and updates on operational projects to the direct manager.

Requirements

• Education: Bachelor’s degree in Business Administration, Operations Management, or relevant any field.
• Experience: Experience in operations management or a similar role, with a proven track record of delivering results.
• Strong leadership and team-building abilities.
• Excellent problem-solving and decision-making skills.
• Exceptional organizational and time management skills with the ability to multitask.
• Strong written and verbal communication skills.
• Proven track record of achieving performance metrics and driving operational improvements.