Operation Manager (Customer Service)

toran global
  • Gurgaon
  • Confidential
  • 5-10 years
  • Views
  • 02 Jan 2019

  • Customer Service

  • Hospitals/ Health Care
Job Description

Company : Hospitality Industry
Position : Operation Manager (Customer Service)
Location : Gurgaon
Establish Delivery Processes

Responsible to establish and refine delivery processes
Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs, Prepares operations performance reports by collecting, analyzing, and summarizing data and trends
Determines Customer service operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
Meets operations financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
Prepares operations performance reports by collecting, analyzing, and summarizing data and trends
Maintains professional and technical knowledge by tracking emerging trends in customer service operations management; benchmarking state-of-the-art practices
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Create Cost-Effective Systems

Ensures that processes are efficient and cost-effective
Aim to find ways to reduce costs without affecting the overall customer experience
Build Partnerships
Service delivery managers are responsible for building partnerships and liaising with partners to keep performance on track

Skills and Qualifications :
Leadership Strong leadership skills in order to motivate and lead their team effectively and to ensure that team has the knowledge they need to do their jobs well
Communication Skills Strong interpersonal skills, which enables them to communicate with their team, give clear instructions, and provide great customer service
Computer Skills Requires good computer skills to analyze data and create reports
Teamwork Needs to work well as part of a team, to take on tasks during busier periods to help colleagues, and to be of assistance or offer guidance to other members of staff
Detail-Oriented Requires analytical skills and the ability to interpret information from numerous sources to prepare and present reports. For this aspect of the role, being detail-oriented and able to find focused solutions to business problems is useful

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toran global