Operations Manager – BPO Industries

Job Description

We are hiring an Operation manager for a leading  BPO company in Coimbatore

Requirements

• Minimum 10-15 years of prior work experience with considerable time managing and leading the BPO industry with a sizeable headcount
• Proven track record of Account planning and Account management
• Should have experience in handling and managing Team Leaders / Shift managers
• Should be able to work on Flexible Timings / Night Shifts and US timings
• Should be ready to Travel when required
• Excellent communication and presentation skills
• Experience interacting with overseas clients (US/UK)
• Flair to take challenges and handle multi tasks simultaneously
• Experience working and growing in a challenging environment

Duties

• Ensure smooth functioning of the process and compliance with SOPs
• Manage the process as per clients’ requirements and ascertain the timely delivery of SLAs
• Develop Strategic & tactical plans to identify, analyze and effectively respond to client expectations, needs, and best practices
• Identify reasons for non-achievement of SLAs, develop solutions, and execute them
• Ensure a high level of quality. Identify the root cause of continuous errors and develop corrective action plans to mitigate them in the future
• Monitor and increase productivity and measure the performance of employees e.g performance appraisals, ongoing feedback, training, etc.
• Develop and implement training programs to expand the capacity of employees
• Establish and maintain appropriate systems to measure necessary aspects of operational management and development
• Prepare and submit Daily/Weekly/Monthly reports on operational tasks

Shift Manager (SM)

• Minimum 5-10 years of prior work experience with considerable time managing a team
• Prior experience in the BPO industry is a must
• Manage the process as per clients’ requirements and ascertain the timely delivery of SLAs
• Assign tasks to team members, manage, assist, and follow up to complete the task
• Ensure effective utilization of team, analyze workflow, and ensure efficient operations
• Should be able to work on Flexible Timings / Night Shifts and US timings
• Should be ready to Travel when required
• Prepare and submit Daily/Weekly/Monthly reports on operational tasks
• Excellent communication and presentation skills
• Experience interacting with overseas clients (US/UK)
• Flair to take challenges and handle multi tasks
• Attractive pay package including performance incentives
• Experience working and growing in a challenging environment

Qualification:  Degree/ PG

Salary: Negotiable

Verified