Operations Lead

Job Summary

Ikya Human Capital Solutions Private Limited
• Retailing • Internet/E-commerce
Years of Experience
2 - 6 years
• Sales/Business Development • Customer Service/Call Centre/BPO
Posted On
29th Jan 2020
Customer Support,Customer Service,Customer Support Executive,Customer Care Executive,Customer Care

Job Description:

Operation Lead

The Operations Lead role is a crucial leadership role in a hyperlocal business as the person would be the custodian of both the customer and partner NPS (Net Promoter Score) creating stickiness of both for Client's platform. While doing so, liaison with the business team and setting up processes to build systems to handle operations on the scale.

You would be expected to:
● Work like an owner of customer experience. 
● Responsible for the customer/ partner NPS, ensuring that quality benchmark doesn’t drop. 
● Set clear team goals (for associates), oversee day-to-day operations, monitor team
● Establish performance KPIs and conduct quality assessments
● Monitor daily operations and address potential issues when they arise
● Build processes that meet our business objectives and ensure compliance
● Coordinate with Business and country head to ensure our hiring plans meet our business
● Take into account the needs of external and internal stakeholders and incorporate them
into new strategic plans
● Work closely with business teams, product, finance to drive needle-moving impact on
business outcomes
● Devise strategy to improve the quality of customer service processes, gain a cost advantage
and drive innovation projects.

Job requirements
● 2-6 years of experience across customer service and customer support
● Team leader experience is a must (at least a team of 10-20 people)
● Flexible with the working schedule; may be expected to work weekends, holidays and
● Ability to think through a business both strategically and operationally
● Strong interpersonal, time management, and problem-solving skill.



About IKYA:

IKYA is the fastest growing Human Resource Management Solutions provider in India. A leader in the contract staffing market, IKYA enables organisations to effectively manage their workforce requirements by delivering cutting edge professional staffing solutions. From assessing the performance of prospect employees before permanent employment and recruitment process outsourcing to reducing fixed overhead costs for organizations, IKYA’s differentiators are many. The brand caters to a range of Industry sectors like FMCG, Consumer Durables, Retail, Healthcare, BFSI, Logistics, Food and Hospitality and more.

Read more: www.ikyaglobal.com