Operations Manager - Player Support

Keywords Studios
December 14, 2023
Offerd Salary:Negotiation
Working address:N/A
Contract Type:Other
Working Time:Negotigation
Working type:N/A
Ref info:N/A


  • 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
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