MANAGER OPERATIONS

Role Overview: As a Manager Operations, your main responsibility will be to provide information to customers regarding their queries and resolve end customer issues within defined SLA. You should be able to work independently and efficiently to meet SLA while comprehending customer requests and meeting quality standards. Your ability to understand and carry out allocated tasks in a timely manner will be crucial in exceeding standards. Additionally, you will be involved in formulating Key Result Areas for Team Leaders and Team Members, conducting appraisals and feedback sessions, managing performance and SLAs, coordinating staffing activities, managing client relationships to ensure revenue generation, and overseeing project budgets and schedules. Key Responsibilities: - Formulate Key Result Areas for Team Leaders & Team Members - Conduct appraisals and feedback sessions with Team leaders/FTs and agents - Manage performance & SLA to ensure good customer satisfaction - Plan and coordinate staffing activities according to policies and procedures - Effectively manage client relationships for revenue generation - Manage budgets and schedules for assigned projects - Coordinate operational tasks to support proposed solutions Qualification Required: - BCom or MCom degree ,