Position Description:

Manage overall operations for the clients/processes assigned and is responsible for the effective and successful management of productivity and quality as established and set for the operations department. He/ She should be able to prepare daily/weekly/monthly reports and identify trends and provide regular feedback to the operations/quality team.

• Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client.
• Identifies causes for non-achievement of SLAs, develop solutions and execute the same.
• Reviews and analyzes performance reports against targets on a weekly/monthly basis with the team/client to investigate causes for performance deviations
• Ensures the process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures.
• Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.
• Should liaise with a quality team to improve accuracy
• Participates in client / internal review calls and handles escalations
• Manages performance of individual teams through performance management, career planning strategies and sharing of best practices
• Responsible for attrition management and arranging for backfills on a timely basis
• Works closely with HR to ensure high employee morale and retention initiatives
• Conducts skip-level meetings at regular intervals to address concerns if any
• Responsible for staff performance, compensation, and rewards & recognition programs
• Sets KROs for the team and ensure KROs are aligned to client SLAs and overall organizational goals
• Coaches and mentors team to ensure succession planning.

Essential Qualifications: Graduate or Post Graduate Diploma in Management from a reputed institution

Technical Qualifications: Knowledge of MS Office Suite, excellent knowledge in Excel & PowerPoint.

• Experience Level: More than 3 years of experience. Should have experience in Call Center operations.
• 3+ years of experience in operations working with BPO industry in a similar profile
• Should have been in a managerial role for a minimum of 1 year
• Demonstrated team handling skills in the past.
• Advanced expertise and experience with MS Excel
• Strong analytical capability and business acumen
• MIS management coupled with excellent presentation skills to support various needs of the organization at different levels
• Excellent written and oral skills in English
• Ability to multitask by handling diverse assignments concurrently with competing priorities
• Ability to interact effectively with all levels within the company
• Strong listening, questioning and networking skills.