Operations Manager - Inbound & Outbound Call Center

Operations Manager - Inbound & Outbound Call center

Candidates willing to relocate to Chennai and can join early with call center inbound/outbound experience only need to apply

Designation : Operations Manager

Reporting To : Head of Operations

Role :

- The Manager is a mid-level management role acting as an interface with the client to influence projects at both strategic and operational level.

- The role requires strong customer service orientation with Inbound and Inbound calls

- Should be able to demonstrate strong interpersonal skills and a proactive attitude.

Responsibilities :

Inbound/Outbound call center :

- Responsible to drive the operations to meet team targets on a daily basis and achieve the goals set for the project (both quantitative and qualitative).

- Ensure On time delivery of the projects and meet the SLAs set for the project.

- Works towards performance improvement based on feedback received from Quality.

- Look at opportunities for process improvements thereby improving the service delivery.

- Achieve the financial goals set in terms of revenue targets and gross margin targets on a month on month basis.

- Work on capacity planning in order to plan service delivery activities.

- Liaison with all internal departments to facilitate effective service delivery

- Training - Work on a training plan with the training team to improve performance

Client Management :

- Ensure client requirements are understood and documented.

- Ensure the SOW is in place for all projects and is in line with the client expectations.

- Constant connect to gauge the pulse of the client.

- Any client feedback is investigated immediately and an appropriate action plan is communicated back. Ensure that all action plans agreed are closed and results documented.

People management :

- Mentoring and coaching the ASDMs/TLs and the project owners to handle the team effectively.

- Ensure attrition and absenteeism is within control.

- Formulate strategies to retain and motivate the workforce.

- Design and implement incentive schemes relevant for the process.

- Act as a level of escalation for people grievances.

- Responsible for the career progression of team members.

- Have a robust succession plan in place for key positions.

Performance Management :

- Set SMART goals for team members based on client SLAs.

- Ensure timely completion of monthly one to one reviews.

- Act as an escalation point for any disagreements or disputes.

- Conduct audits and dipsticks from time to time to identify gaps in the process.

- Identify areas of improvement within the team and come up with corrective and preventive action.

Reporting :

- Responsible for designing and maintaining accurate internal and external reports.

- Ensure that the operations Project Owners review the daily/weekly/monthly reports to analyse and assess the performance of the team.

- Ensure the Revenue Tracker is updated on a regular basis.

Required Skills :

- A solid understanding of outbound voice projects, technology and best practices

- Excellent written and verbal communication skills

- A management degree in Operations would be an added advantage.