Operations Control Manager - BPO

Operations Control Manager

Job Summary :

- This job is specifically involved in ensuring that company meets Service Level and other contracted parameters for all existing businesses.

- This job is also responsible for leading and ensuring career developing of the Ops Control teams

- The job requires an individual to take end to end accountability of delivery and be responsible for all operational, commercial and financial requirements of the account.

Key Responsibilities :

- Successful operations - SLA achievement and high level of customer satisfaction

- Monitoring overall performance of services

- Good communication skills and processes to manage stakeholders

- Collaborating with all arms across levels to meet the needs of the client and the account

- Lead change management and transformation

- Be responsible for executive reporting on the deal for the clients and the internal stakeholders

- Proper forecasting and planning of resources to meet the client demands in a flexible and agile manner

- Ensure 3rd party coordination and collaboration to meet the client's end objective

- Incident management to be driven with utmost accuracy

- Drive opportunities to improve business outcomes for the client

- Manage operations with leading metrics and be proactive at all times

- Remain updated on current on client and business changes to ensure program compliance

- Ensure proper documentation and process adherence are followed for the hygiene on the account

Technical Skills :

- Good understanding of technical skills like HMTL, CSS, Javascript.

- Preferred knowledge of Content Management Systems like, Joomla, wordpress, Sitecore etc.

- Should be able to participate with clients on technical discussion

Qualifications :

- Any Bachelor's degree

- Overall experience of Eight to Ten years of which 3+ years into operations/delivery management.