Role: Operations Manager
Industry Type: BPM / BPO
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Operations
UG: Any Graduate
for any queries drop text on -9354498578 or mail resume on- [email protected]
Key Responsibilities
1. Operational Leadership & Performance Management Lead end-to-end operations for designated skillsets in alignment with organizational goals. must have handled large span 300+ Develop and implement operational strategies with clear, measurable objectives. Influence business decisions by sharing team insights and customer feedback. Conduct regular performance reviews and ensure timely completion of appraisals. Monitor and manage performance metrics, set targets, and drive continuous improvement. Evaluate the commercial impact of operational changes and initiatives. 2. Efficiency & Profitability Management Ensure adherence to SLAs including AHT, attendance, and outlier management. Identify and implement strategies to enhance operational efficiency. Manage monthly incentive plans and allocate budgets effectively. Forecast workload and staffing needs; collaborate with recruitment for hiring aligned to business requirements. 3. Employee Engagement & Development Foster a high-performance culture through coaching, mentoring, and development of team members. Conduct regular one-on-ones, skip-level meetings, and town halls. Address employee grievances and implement engagement and retention strategies. Identify training needs and support career development initiatives. Promote succession planning through delegation and empowerment. 4. Coaching, Mentoring & Developing Others Provide constructive, behaviour-specific feedback to support individual growth. Share knowledge, advice, and coaching to enhance team capabilities. Assign developmental tasks to build skills and confidence. Regularly review progress and recognize developmental efforts. Reinforce belief in team members potential and success. 5. Teamwork & Collaboration Build and maintain productive working relationships across teams. Collaborate effectively with colleagues and cross-functional departments. Foster a respectful and inclusive team environment. Resolve conflicts constructively and balance individual and team goals. 6. Customer Experience Management Ensure high levels of customer satisfaction through proactive service delivery. Handle escalations and provide timely, effective resolutions. Lead initiatives for continuous improvement in customer experience. Collaborate cross-functionally to enhance processes and service quality. 7. Cross-Functional Collaboration & Additional Responsibilities Partner with stakeholders to strengthen interdepartmental relationships. Support onboarding and induction of new team members. Work closely with Quality,Workforce Planning, and HR teams to align on goals and initiatives. Skills, Knowledge & Competencies Core Competencies Business Acumen: Strong understanding of internal processes, compliance, and industry standards. Customer Focus: Commitment to delivering exceptional service and stakeholder satisfaction. Stakeholder Management: Ability to manage expectations and navigate challenging conversations. Change Leadership: Drive innovation and lead teams through organizational change. Communication & Influence: Strong interpersonal skills to foster collaboration and secure buy-in. Strategic Thinking: Anticipate trends, risks, and opportunities to inform decision-making. Functional Competencies Planning & Organization: Prioritize tasks, allocate resources, and manage projects effectively. Analytical Thinking: Break down complex problems and make data-driven decisions. Result Orientation: Set ambitious goals and maintain focus despite challenges.