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19/08 Pooja Wig
HR TA Manager at VOIZ WORKs

Views:416 Applications:77 Rec. Actions:Recruiter Actions:20

Operations Manager - BPO (2-9 yrs)

Bangalore Job Code: 1142438

Operations Manager

- Candidate should have 80% Customer support and 20% Outbound Sales experience.

- Should have managed around 500 FTE.

Your responsibilities will be :

- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

- Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements

- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

- Create and maximize relationships with client partners

- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement

- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

- Attend business reviews with the client

- Handle a team of team leaders and AM

CTC for Mgr Ops : 7 to 9L

For Sr. Mgr Ops : 9 to 12L

Location : Koramangla, Bangalore

Women-friendly workplace:

Maternity and Paternity Benefits

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