Job Description

Manager, OperationsAs an Operations Manager in ResultsCX, you will be responsible for developing and maintaining relationships as the single point of contact for internal and external information regarding specific client program. This role manages Customer Service teams, monitors and tracks deliverable to ensure quality service delivery to our clients.We expect greater of ourselves... Whatxe2x80x99s Your Greater? Come find it at ResultsCX! In this role you will:

• Review and analyze program performance to determine program needs
• Approve personnel activities concerning hiring, training, development, and performance management
• Provide written performance appraisals
• Act, when necessary, as a problem-solving escalation point for Supervisors and front-line RAs
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
• Identify and oversee program/problem resolution
• Maximize potential of subordinates through coaching, development, and effective performance management methods
• Track client issues and maintains client correspondence and issue resolution
• Support Resultsxe2x80x99 goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses. Review workflow to ensure improved
• Client Management: Understand client requirements, and business goals, and ensure alignment between the clientxe2x80x99s needs. Regularly interact with clients to report on progress, resolve issues, and ensure high levels of satisfaction. Conduct regular business reviews with clients to discuss performance, feedback, and service enhancements
• Process Management: Oversee day-to-day BFSI operations, ensuring the smooth delivery of services. Drive process improvements to increase efficiency, reduce errors, and optimize resources. Conduct root-cause analysis for process-related issues and implement effective solutions.
• Team Management: Manage and lead a team of agents, Sr. agents, leads & team leaders. Provide coaching, training, and career development for team members to enhance performance. Monitor team performance and implement corrective actions to meet SLA (Service Level Agreement) targets and KPIs (Key Performance Indicators).
• Performance & Reporting: Monitor key performance metrics and prepare regular performance reports for clients and management. Analyze operational data to identify trends, forecast future needs, and ensure target achievement by implementing action plans.
• Quality Assurance: Ensure adherence to quality standards and customer satisfaction for all BFSI processes. Provide ongoing feedback to the team to maintain high-quality output
• Skills: Strong leadership, communication, and interpersonal skills. Analytical skills to assess performance data and implement process improvements. Detail-oriented with a strong focus on accuracy and process optimization. Ability to work under pressure and meet tight deadlines. Excellent Problem solving skills

We are looking for someone who can:

• Provide superior customer service to both internal and external clients.
• Work well with people and has exceptional, professional communication skills both written and verbal
• Create and effectively present information and processes to internal and external teams.
• Develop and maintain key professional customer relationships
• Define, collect data, establish facts, and solve problems
• Educational Background: Graduate in any stream (Commerce, Science, Arts or equivalent)
• Work Experience: Minimum of 7-10 years of experience in BFSI operations in a BPO industry. Prior experience managing teams and overseeing BFSI-related projects. Familiarity with the BFSI process workflow, such as banking operations (Billing, KYC, Remittance, Account Management), Insurance (Claims, Policy Admin, Underwriting) and financial transactions

Why join our ResultsCX team?

• Employee Performance Incentives and Prizes
• Frequent Employee events, games, parties, and all-around fun in the workplace
• Healthcare Benefits
• Opportunity to grow with ResultsCX if thatxe2x80x99s xe2x80x9cYour Greaterxe2x80x9d

About ResultsCX:ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCXxe2x80x99s 30+-year track record for reimagining the customer experience to meet consumersxe2x80x99 evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

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