Operations Manager - BPO

Key Responsibilities:

- Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction

- Establish & Manage Relationships / Engagement with the Clients.

- Oversight of team - organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities

- Responsible for following agreed governance model, escalation & communication plan

- To ensure team members achieve agreed standards in relation to their job assignments.

- To ensure training of new staff on the corporate policy rules to be adhered to

- To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules

- To monitor and document work schedule of staff and absences.

- Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth

- Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates

- Ensure that all audit related issues are brought to a close

- Identify and drive continuous improvements and initiatives in process

- Coach & mentor Team lead so that they are able to manage their teams better

- Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management

- To ensure that all internal customer queries are followed up on a timely basis

- Collaborate with internal teams.

- To be the Key contact for all problems and queries with specific business assigned.

Desired Skills:

- Action Oriented, Integrity and Trust, Perseverance

- Command Skills, Problem Solving, Drive for results, standing along and Directing Others

- Managing & measuring work

- Ability to handle pressure

- Very good finance and accounting skills

- Problem solving, analytical and data entry mastery

- Excellent verbal and written communications skills

- Strong external and management reporting skills

- Should be GB/BB certified