Designation: Operations Manager II

Role & Responsibilities

• Understand the complete process and its SLA, KPI, AHT, and capacity calculation.
• Ensure participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) aimed at improving efficiency.
• Build, maintain, communicate, and present detailed reporting, findings, and insights to leadership and clients.
• Drive performance by coaching, motivating, and enforcing discipline.
• Manage noiseless and transparent operations.
• Oversee service delivery, ensuring that client targets are exceeded month on month.
• Implement mechanisms to identify, understand, and communicate performance gaps or breakthroughs. Develop and implement improvement plans to address gaps.
• Be responsible for overall team performance in terms of productivity and quality.
• Conduct sessions with the team to discuss achievements, targets, and plans to meet targets.
• Facilitate the development of team members.
• Review process and people metrics periodically with internal management and clients.
• Interact with client partners to understand concerns and take necessary actions to resolve them for client experience improvement.
• Communicate effectively with clients to resolve issues and disseminate updates on the floor.
• Plan performance effectively for self and team; demonstrate time management and self-organization skills.
• Achieve stretch targets and make decisions to manage complex or difficult employee situations.
• Handle escalations for the team.
• Act as the single point of contact for all non-operations departments and coordinate operational, admin, IT, and HR issues.
• Ensure timely closure of all processes and other requirements for self and team.
• Lead available team resources to deliver quality service to customers in line with agreed service standards.
• Drive quality improvement initiatives (Six Sigma / Lean).
• Share process and tool (automation) improvement ideas with clients and leadership.
• Ensure feedback for the process and continuous process improvement.
• Support team career planning and manage team performance and expectations.
• Evaluation of operational practices and procedures.

Preferred Candidate Profile

• Willingness to work a flexible schedule.
• Experience in client management, service delivery, and people management.
• Strong presentation skills (PowerPoint & Google Slide Presentation).
• Good knowledge of current affairs (global news, social media trends) and awareness of sensitive events (e.g., wars, attacks).
• Experience in content moderation, including social media guidelines and policies.
• Experience with AdWords, user content engagement, and social media video platform content review is an advantage.
• Excellent communication skills and proficiency with MS Office products.
• Good knowledge of Google tools such as Slides, Spreadsheet, Word, SQL/PLX Dashboard, and Google Analytical tools.