Position Description - Operation Manager
Band - 7A
Location - Vizag
Qualification - Graduate in any discipline.
Key Responsibilities:
To manage a team of 150 + executives.
To supervise and manage a team supervisors (TL, AM, DM etc.)
Should be an expert in dialer (able do define & design dialer strategies)
Should be an expert in managing outbound collections (Insurance)
Utilization reporting, analytics and support
Manages overall personnel performance and discipline
Evaluation of operational practices and procedures
Provide direction to staff, ensure resolution of problems
Provide expertise and leadership in assigned functional area
To ensure customer delivery, revenue and employee metrics
Manage all client interaction and communication, should front end the relationship with the client
Regular 1 to 1 with AM/DM and skip level with Agents
Manage & control attrition to the minimum and plan for back fills on a timely basis
Ensure team deliverables are met.
Sets priorities
Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and team work
Provide advice and assistance to senior management in planning, implementation and evaluation to existing operations. systems and procedures
Essential Skills :
Should have a collections background.
Strong communication and interpersonal skills
Flexible, adaptable and demonstrate teamwork skills
Strong analytical and reasoning skills
Ability to learn quickly
Proficient in MS Office. Good knowledge of Power point and Excel ( including formulas and functions, pivot tables ).
Strong organizational skills, able to multitask effectively
Working knowledge of budgeting, cost estimating, capacity utilization
Knowledge of Organizational structure, work flow and operating procedures
Leadership Skills, Analytical Skills, Good people management skills, Presentation skills
Ability to make quick an reliable decisions
Ability to multi task, Planning and project management skills
Assertive, High energy
Strong Interpersonal Skills and ability to interact effectively with stakeholders
Result orientation, Process Oriented, Ability to handle stress, Ability to motivate others
Pervious outbound experience is a mandate
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