Centre Operations Executive

Job Purpose:   To effectively manage and optimize centre operations, with a strong focus on tele-calling operations results, while also overseeing core HR functions and fostering a positive and cohesive work environment within the Bengaluru office.   Centre Operations: Training & Quality: Train telecallers on processes, scripting, and talk-off effectiveness. Listen to calls, assess performance based on established parameters, and identify skill development needs. Deliver targeted training programs to bridge identified gaps. Process Management: Understand the collections process thoroughly. Understand the three operational processes, their reporting managers, clients, headcounts, and team leaders. Identify functional gaps and implement solutions to improve operational efficiency. Ensure awareness of process details and client expectations for regular audits. Performance & Collaboration: Work closely with the Centre Manager, Field Operations - Bengaluru, to ensure optimal results from both tele-calling and field operations. Maintain health and hygiene of operational processes. Human Resources: Core HR & Administration: Manage core HR responsibilities and back-office tasks for the Bengaluru office. Provide inputs for centralized payroll. Manage HR and administrative compliance, including POSH (Prevention of Sexual Harassment at Work) and fire drills. Grievance Management: Address employee grievances promptly. Document all grievances formally (email/WhatsApp) and forward relevant issues to the HR Manager. Payroll & Attendance: Take ownership of attendance accumulation and payroll calculations to ensure timely salary dispersion (by the 10th of each month). Employee Lifecycle: Manage employee exit and separation processes, including full and final settlement, clearance, and mandatory exit interviews. Understand and manage the apprentice journey within the organization, including documentation and eligibility for government benefits after one year. Attrition Control: Monitor current attrition figures for Bengaluru. Develop and implement strategies to lower attrition within the next three months. Employee Engagement: Build strong relationships with team members. Organize monthly engagement activities (e.g., cultural events, patriotic events) to foster team building and understand employee perceptions. Communication & Discipline: Ensure clear, written communication for all orders and key deliverables. Maintain punctuality and discipline, setting a positive example for the team. Be vocal and seek clarity on tasks within the first three days of joining to avoid misunderstandings. Qualifications & Experience: Proven experience in BPO and contact Centre environments. Background in training and quality functions. Prior experience in core HR responsibilities. Payroll certification is highly desirable. Fluency in English, Tamil, Kannada. Telugu and Hindi.