Head - Operations

- Managing the day to day planning, operation and problem solving for the teams.

- Providing monthly inputs to managers with regards to the highlights of the respective processes.

- Ensure efficiency in terms of allocation of resources to different projects/campaigns.

- Mentor new hires (managers) and ensure they achieve competency in the process.

- Constantly monitor & review performance matrix for achievement of objective.

- Drive the teams to achieve targets on time with 100% efficiency.

- Coaching, mentoring and giving feedback to the managers.

- Identify relevant training needs of managers & ensure effective implementation.

- Counselling & motivating managers, team leaders, SME and thereby managing attrition.

- Handling a team of anywhere from 80-150 people.

- Monitoring attendance.

- Taking escalation calls.

- To track & ensure closure of complaints.

- Act as the communication conduit between Front liners and the Management.

- Set a healthy environment across company and positive mind frame in the individuals.

- Investigating client's satisfaction and reporting any issues.

- 8+ years of total experience required.

- Masters degree is a must.