Job Title: Back Office Operations Executive

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Company: Sigma9 CX - Your Trusted Customer Care Service Agency

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Location: RT Nagar, Bangalore

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Employment Type: Full-time

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Experience: Minimum 4 years of experience in back-office operations

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About Sigma9 CX:

Sigma9 CX is a renowned customer care service agency committed to delivering exceptional customer experiences. We pride ourselves on our dedication to excellence and offer top-tier customer support solutions. Join us as a Back Office Operations Executive, where your 4 years of experience in back office operations will be instrumental in supporting our operations and ensuring efficiency.

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Job Description:

We’re searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campus’s overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.

As Operations Manager, You Will…

Ensure proper planning, staffing and direction of the operational functions
Manage and supervise teams
Ensure proficient training, professional development and employee engagement to prepare, grow and retain employees
Manage operational performance to meet KPI targets and Service Level Agreements through optimum quality and service
Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas 

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• Develop customized reporting to measure and track operational statistics, data and results

• Develop solutions to improve business performance and partner success

• Use analytics, investigation and reasoning to quickly develop solutions for ad hoc issues

• Motivate teams through relationship building and real-time coaching

• Develop and deploy incentive programs to motivate employees to achieve desired outcomes

• Authorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management Team

• Collaborate with other departments within the organization (HR, IT, etc) to resolve issues 

• Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetings

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Requirements

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As Operations Manager, You Have…

• Completion of post-secondary education (a major in Business or Commerce will be considered an asset)

• A minimum of 4 years of experience in the contact center industry 

• At least 3 years of experience in an Operations Management role overseeing front-line employees

• Experience in client relationship management and employee development/coaching

• Experience dealing with escalated issues in a contact center capacity

• The ability to successfully work across cross-functional teams

• A positive work ethic and commitment to achieve the best possible outcomes 

• The passion to be a role model that exemplifies our 10 Things (cultural values) 

• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner

• Excellent communication skills; listening, verbal and written

• Ability to assess the “big picture” and draw connections between inputs and outputs

• Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations 

• Ability to use spreadsheet applications to maintain and develop operational and financial data reporting

• Ability to type 30 WPM with accuracy

• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment

• Strong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferred

Sigma9CX provides Equal Employment Opportunities in accordance with all provincial and federal laws. Sigma9CX is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

By signing this application, the applicant consents to Sigma9CX collecting, using and retaining his\her personal information for purposes relating to the application process and if hired, the employment relationship.