Samsung Jobs in Gurugram: Samsung is hiring a Business Operations Manager to oversee daily operations, optimize processes, and ensure alignment with strategic goals. The role involves analyzing commercial enterprise overall performance, dealing with go-useful groups, and driving operational excellence.
- Job Role: Business Operations Manager
- Location: Gurugram
- Company: Samsung
- Salary: ₹6.5 – ₹11 LPA
- Qualification: Any Graduate
- Employment Type: Full-Time, Temporary/Contractual
About Company:
Samsung is an international chief in generation and innovation, Founded in South Korea. Founded in 1938, the organization has grown right into a diverse conglomerate with knowledge in electronics, semiconductors, domestic home devices, and telecommunications. Samsung is renowned for its modern-day smartphones, TVs, and advanced semiconductor technology. With a sturdy commitment to research and development, sustainability, and purchaser pleasure, Samsung’s objectives to complement lives via innovation.
Job Description: Samsung Jobs in Gurugram
The Business Operations Manager will oversee Samsung India’s touch center operations, running closely with outsourced companions to ensure notable customer service, operational performance, and adherence to organizational requirements. The function involves coping with over 500 outsourced employees, riding overall performance metrics, and enhancing procedures to supply superior patron stories.
Key Responsibilities:
Operations Support:
1. Contact Center Management:
- Oversee Samsung’s touch middle associate operations, managing technical and non-technical (dealer) calls and inbound strategies.
- Indirectly supervise outsourced teams to fulfill Key Performance Indicators (KPIs) along with Call Answer Rate (CAR) and Service Level (SL).
2. Quality Assurance:
- Monitor and improve client revel in metrics, inclusive of Customer Satisfaction Score (CSAT), First Call Resolution (FCR), Net Promoter Score (NPS), and Transaction Success Rate (TSR).
- Conduct manner audits and make certain Standard Operating Procedures (SOP) adherence.
3. Process Optimization:
- Review and innovate inbound processes to beautify efficiency and patron satisfaction.
- Collaborate with the Process Innovation team to refine gadget configurations including GCIC, SMS notifications, and useful resource management.
4. Resource Planning:
- Analyze call volume trends and provide inputs for seasonal demand-making plans (e.g., summer season and festival peaks).
- Review and optimize manpower making plans for accomplice operations weekly and monthly.
Quality Interventions:
- Standardize touch center methods throughout multiple support channels (voice and digital).
- Conduct name audits, calibration sessions, and schooling projects to preserve consistency and excellence.
- Consolidate and share day-by-day, weekly, and monthly performance reviews with management.
Stakeholder Management:
- Liaise with internal teams and external companions to clear up problems, offer statistics insights and ensure smooth operations.
- Handle essential downtime situations, which include community or infrastructure outages, to reduce productivity loss.
Billing and Reporting:
- Verify billing accuracy for touch center operations.
- Manage and document reports efficiently with the usage of equipment like Excel and PowerPoint.
Skills and Competencies:
Technical Skills:
- Strong understanding of customer service and call center operations.
- Proficiency in Microsoft Excel, PowerPoint, and different reporting tools.
- Excellent analytical and hassle-solving abilties.
Interpersonal Skills:
- Strong conversation and stakeholder control abilities.
- Ability to navigate organizational structures and secure important approvals.
Operational Excellence:
- Execution excellence with a focus on reaching measurable effects.
- Transparent carrier operations management and purchaser pulse tracking.
Preferred Candidate Profile:
- Educational Qualification: Any graduate from a recognized institution.
- Experience: 6-8 years of experience in service operations or BPO/call center management.
Benefits at Samsung:
Competitive Compensation & Bonuses: Samsung offers appealing salaries, performance-based total bonuses, and stock alternatives for eligible personnel.
Comprehensive Health Benefits: Employees get a hold of strong medical, dental, and vision coverage, in conjunction with well-being applications to promote average fitness.
Learning & Development Opportunities: Access to current education applications, certifications, and global exposure supports non-stop expert growth.
Work-Life Balance & Perks: Flexible operating arrangements, generous paid go-away, employee discounts, and leisure sports create a balanced and profitable work environment.
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