Manager -Operations (Customer Service)

Pune, Maharashtra, India | AAC | Full-time

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AgroStar is India’s foremost AgTech start-up with a mission of #HelpingFarmersWin through right advisory and solutions, powered by data and technology. It was started with a  vision to solve two of the biggest problems in Indian agriculture - Lack of guidance for healthy and sustainable farming AND limited access to quality farm inputs for consistent and qualitative farming. 

With technology at its core, we have built an innovative & sustainable ecosystem that includes products such as a customized enterprise sales solutions that maps data of farmers' crop life cycles, India's first online farmer community, online agri-advisory with online shopping for inputs and an incomparable logistics solution for last mile rural connectivity. 

We have procured and partnered with leading national and international brands for major agri-inputs like seeds, crop nutrition, crop protection and farm implements, that are needed for farming and we deliver them at the doorstep of farmers. Thus, our efforts at AgroStar are focused to become the driving force to equip our farmers with the power of knowledge to farm better and smarter, through technology and up to date expert advice.  

The company is funded by prominent VCs like Chiratae Venture Partners, Aavishkaar Ventures, Bertelsmann and Accel Partners.  AgroStar is the winner of Economic Times' Best Startup Award 2016, under the 'Social Enterprise' category. 

In The Media

Fortune | Economic Times | Agribusiness Global | Yourstory | Entreprenuer Forbes

Our Team

We are a team of highly motivated individuals, who are willing to push beyond the ceiling, initiate new ideas and take challenges head on. Apart from coffee, working in an extremely fast-paced, dynamic work culture is what we passionate souls thrive on. We ride against the tide as time is never enough and there’s always more to do.

Know more about our culture : Culture@Agrostar

Our mission of ‘Helping Farmers Win’ is a tall task as we try to bring change and development to the grassroots of India. We need heroes who are dedicated to the mission, live the dream and drive it with passion. If that sounds like you, here’s more about the role:

Brief Overview:

  • Position: Manager - Operations
  • No. of years of relevant experience: Minimum 8 – 12 years of overall experience with atleast 24 – 36 months of Manager – Ops experience on paper in a domestic inbound customer service voice process (Mandatory)
  • Must have handled a team size of minimum 100 – 150 CSR’s in his/ her current role.
  • Compulsory 6 days working with rotational weekly offs.

Job Profile – Roles and Responsibilities:

Operations Manager will be a key member of the team responsible for the execution & management of day to day operations and for providing subject matter expertise and oversight for the inbound customer service team within the CX function.

  • A proven track record with at least 8 - 12+ years of relevant customer service operations experience.
  • Prior experience in managing customer service teams (inbound) in a BPO environment is mandatory!
    • PMP and “Lean Six Sigma Green belt” certification will be an added advantage and preferred.
    • Should have led or successfully completed multiple process & CX metrics (C-SAT & NPS) improvement projects in his current or previous organization.
  • Should demonstrate excellent data and analytical skills and should have strong knowledge of Excel and other requisite tools typically used in BPO operations. This is a critical requirement for the role.
  • Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • Measure and manage the team to meet performance targets
  • Develop performance goals & conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Effectively coach for high performance, create action plans for ensuring high performance
  • Demonstrated ability to analyse and improve work processes; establish a course of action for self and others to accomplish a specific goal
  • Work well under pressure and follow through on items to completion while maintaining professional demeanour
  • Provide relevant internal and external reports as per the business requirements
  • Analyze business data identifying and highlighting trends to the management team
  • Analyze operational data and take relevant action
  • Monitor absenteeism and adherence for the operational area
  • Identify and drive continuous improvements and initiatives in the process
  • Coach & mentor team leads enabling them to manage their teams
  • Excellent communication and interpersonal skills required
  • Should be a very effective people’s manager
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance metrics
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, category, sales etc. to define action plans that resolve issues and drive continuous improvement
  • Willingness to work in a flexible schedule