Manager - Operation - BPO/ITeS

Operation Manager

Role: Operation Manager

Roles Responsibilities:

As a part of an agile team environment, you are expected to independently work on end-to-end target delivery which includes:

- Analyze projected work volume and allocate resources to team leads based on capacity availability and SLA targets.

- Ensure staffing and performance levels are correct to handle appropriate amounts of work volume.

- Work closely with leads to decide the team rostering, shifts and team allocation

- Coordinates with Team Leads and resources as needed to ensure on-time delivery.

- Analyze workload, capacity planning and resource allocation forecasting.

- Participate and present data to discuss trends, status and action plans to meet targets.

- Proactively communicate to adjust the workforce plan based on changing volume.

- Effectively lead, motivate and direct the workgroup while being flexible in a changing environment.

- Effective communication to internal and external stakeholders on Operation status and changes.

- Performance management of team: Define, track and monitor KRAs for Leads and team.

- Accountable for adhering to defined SLA for key KPIs like Customer Satisfaction(CSAT), Customer Effort Score and Productivity.

- Hiring support- Proactively work with recruitment team to ensure right team is in place

- Work with Learning and development team to ensure right induction plan is in place.

Job Requirements/Qualifications :

- Educational Qualification: Graduation/PG

- Should have 4+ years of hands-on progressive project/operations management work experience in fast-paced development/operations organization.

- Should have experience in running 24-7 support operation.

- Should have hands-on experience in Reporting, building Weekly, Monthly and Quarterly reports.

- Should have excellent communication (written and verbal skills), influencing and presentation skills, with excellent attention to detail.

- Deep insight of tools like Looker, Zendesk, etc is an added advantage.

- Should be able to communicate with the client, understand client requirements and provide data required by the client in a timely manner

- Should have experience in similar roles leading/managing global projects, which is essential for this role.

- Should be Data driven, result-oriented and should have proven ability to reach and exceed goals/targets in a dynamic environment.

- Should have proven skills in developing effective partnerships with key stakeholders and providing leadership support for driving change initiatives.

- Should have hands-on experience with a strong working knowledge of project management practices, ticket management tools and modern communication tools like Slack