Operations Manager | Customer Care Dispatch | US|amp|C |Contact

Job Summary:

The BOC Team Lead (Operations Mgr, reporting to Service Delivery Leader) will be leading US Support Teams (8-12 Team-members specializing in Order Management, Ticketing, Service contracts etc. for Multiple regions) and would be responsible for the daily operations by meeting established Key Performance Indicators and Service Level Agreements on an ongoing basis. She / he will make sure that agreed processes, business practices, and standards are applied and followed. The role will also be responsible for delivering exceptional services to end-users and customers with a well-performing team. This requires excellent team management including hiring, onboarding, training, developing, recognizing, and coaching of the team members.

Position Responsibilities

· Set clear and customer-focused expectations for the Team to make sure that goals are understood and ultimately met.

· Measure and review the performance of the Operations on a daily basis and take corrective and preventive actions in case of misses and/or negative trends.

· Provide leadership on root cause analysis and corrective actions related to operational issues.

· Analyze daily reports and benchmarks on performance, effectiveness, and service excellence.

· Make sure standard processes are followed by all team members

· Identify improvement opportunities in the operation and share improvement ideas with the local Management. Read more