Manager Operations

Description

About Apna (

Tiger Global, Lightspeed, Sequoia, Owl Ventures, Greenoaks Capital & few more with solid $190+ funding.

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Job Summary:

Manager Operations

Requirements

Key responsibilities include:

• Team Building:
• Provide guidance, support, and inspiration to team members
• Conduct regular one-on-one sessions to address concerns and individual growth
• Contribute to building a high-performing team to enhance the overall Employer Experience
• Implement measures to maximize team efficiency and productivity
• Attendance and Availability Management:
• Ensure the timely presence and availability of agents for their shifts
• Handle leave requests and manage shift schedules effectively
• Backup Maintenance:
• Develop and implement a robust backup plan to maintain operational continuity
• KPI Ownership:
• Take ownership of team Key Performance Indicators (KPIs) and strive for continuous improvement
• Escalation Handling:
• Address and resolve escalations from team members promptly and efficiently. Must take up conversations which team is not able to handle and needs supervisor
• Product Expertise:
• Become a product expert, staying abreast of updates and ensuring real-time knowledge transfer within the team
• Attrition and Shrinkage Management:
• Monitor and manage attrition and shrinkage, implementing strategies for retention
• Resource Planning:
• Strategically plan resources within your team during peak hours, weekends, and holidays for optimal operational efficiency
• Queue Management:
• Maintain real-time oversight of calls in the queue to ensure timely responses
• Communication and Updates:
• Conduct regular team huddles and stand-up meetings to keep the team informed of product changes and updates
• Contribution to Hiring:
• Actively participate in the hiring process, identifying and onboarding top talent
  

Qualifications:

• MBA with Operations /or specialisations or equivalent preferred
• More than 5 years of experience in Customer Support, including a proven track record of managing teams and domestic clients
• Strong leadership and team management skills
• Excellent communication, negotiation, and interpersonal skills
• Data-driven mindset with proficiency in MS Office
• Ability to think strategically and develop actionable plans to achieve goals
• Knowledge of the recruitment market and trends Preferred
• Exceptional problem-solving abilities and a Customet-centric mindset
• Command over English and Hindi
• Flexibility to work during weekends/evenings as per business needs