Group Operations Manager

Roles and Responsibilities:

Team Leadership & Management

• Supervise Team Leaders and their respective agents.
• Conduct performance reviews and coaching sessions.
• Foster a culture of accountability, engagement, and continuous improvement.

Operational Excellence:

• Monitor and analyze KPIs such as AHT, CSAT, FCR, SLA adherence, and productivity.
• Implement process improvements to enhance efficiency and quality.
• Ensure compliance with company policies and client requirements.

Client Relationship Management:

• Serve as the primary point of contact for client escalations and operational updates.
• Participate in client calls, business reviews, and strategic planning sessions.

Reporting & Analysis:

• Prepare and present operational reports, dashboards, and insights.
• Use data to identify trends, risks, and opportunities for improvement.

Workforce & Capacity Planning:

• Collaborate with WFM and HR to ensure optimal staffing levels.
• Support recruitment and onboarding of new hires.

Training & Development:

• Identify training needs and coordinate with L&D teams.
• Promote career development and succession planning.

Qualifications:

Education:

Bachelor's degree in Business Administration, Management, or related field (preferred but not always required).

Experience:

• 5+ years of experience in BPO operations, with at least 2 years in a managerial role.
• Minimum Team size of 80 to 100 FTE's (Mandatory)
• Proven track record of managing large teams and delivering results.

Skills:

• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with proficiency in Excel, reporting tools, and CRM systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Familiarity with Six Sigma, Lean, or other process improvement methodologies is a plus.
• Certifications (Optional but Advantageous):PMP, Six Sigma, COPC, or similar operational excellence certifications.