Operations Manager - Player Support

Responsibilities:

• Manage and oversee the day-to-day operations of the contact center, ensuring efficient and effective operations to meet and exceed client expectations from KPIs, and SLA targets.
• Lead, motivate, and manage multiple projects, fostering a positive and collaborative work environment while driving performance and achieving targets.
• Develop and maintain strong client relationships, serving as the main point of contact for client management and engagement, and consistently meeting or exceeding client expectations.
• Prepare and deliver engaging presentations and reports to clients and internal stakeholders, showcasing performance metrics, insights, and recommendations to drive continuous improvement and client satisfaction.
• Provide coaching and support to Team Leads and Shift Leads, promoting their professional growth and ensuring consistent development of leadership skills.
• Collaborate with cross-functional teams to analyze processes, identify areas for improvement, and implement appropriate solutions to enhance operational efficiency, quality, and customer experience.
• Utilize data analytics to assess and monitor performance metrics, proactively identifying trends and implementing data-driven strategies to improve service quality and efficiency.
• Stay up-to-date with industry trends and best practices, proactively seeking opportunities for innovation and suggesting improvements in processes, technologies, and workflows.
• Foster a positive and inclusive work environment, promoting teamwork, employee engagement, and a culture of continuous learning and improvement.

Requirements

• Bachelor's degree in a relevant field or equivalent work experience.
• Minimum of 3 years of experience as an Operations Manager in the BPO industry, successfully managing a team of at least 75 FTEs or more.
• Strong client management and engagement skills, with a proven track record of building and maintaining successful client relationships.
• Excellent presentation and reporting skills, with the ability to effectively communicate information in a clear and concise manner to clients and internal stakeholders.
• Experience in coaching and mentoring Team Leads and Shift Leads, fostering their professional development and enhancing team performance.
• Proficient in data analysis, using data-driven insights to identify opportunities for improvement and make informed strategic decisions.
• Strong problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders and teams.
• Strong leadership abilities, with a results-oriented mindset and the ability to motivate and inspire a large team.
• Flexibility and adaptability to navigate a fast-paced, dynamic environment.
• Has a gaming background or someone who has an understanding about the industry, familiarity with gaming tech, understanding of player experience and updated with industry trends.

Benefits

Hybrid setup

Worker's insurance

Paid Time Offs

Other employee benefits to be discussed by our Talent Acquisition team in India

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, India

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, In-Office