Operations Manager CALL CENTER

Essential duties / responsibilities of the position:

Process / Client Related:
Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the client
Identifies causes for non-achievement of SLAs, develop solutions and execute the same
Reviews and analyzes performance reports against targets on a weekly/monthly basis with Team Managers and with client to investigate causes for performance deviations
Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.
Develops strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices
Attends daily huddle with team managers to be updated on all floor issues /concerns
Conducts dip checks of parameters that impact performance to ensure data integrity
Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.
Monitors compliance adherence through timely audits, generating awareness on the floor etc.
Understands client’s processes and suggest modes of value addition
Participates in client / internal review calls and handles escalations

Team Related:
Manages performance of individual teams through performance management, career planning strategies and sharing of best practices
Responsible for attrition management and arranging for backfills on a timely basis
Works closely with HR to ensure high employee morale and retention initiatives
Conducts skip level meetings at regular intervals to address concerns, if any
Responsible for staff performance, compensation and rewards & recognition programs
Sets KROs for the team managers, team leaders and ensure KROs are aligned to client SLAs and overall organizational goals
Coaches and mentors sub-ordinates.
Monitors employee count for full time attendance

POSITION REQUIREMENTS

EDUCATION:
Graduate from a recognized Institute or University in any discipline.

MINIMUM YEARS OF EXPERIENCE:
8-10 years

NATURE OF EXPERIENCE: (IN SPECIFIC SECTOR / POSIITON / ROLE)
Minimum 5 years of work experience in BPO/Call Centre
Demonstrated team handling skills in the past.