Operations Manager BPO Sales

Job Description

Operations Manager, Voice Process Summary of essential job functions Managing the daily running of the call center. Liaising with team leaders, operatives and third parties to gather information and resolve issues Minimum requirements (Education Qualification & Work Experience) Graduate and Above Competency Requirements: [Technical & Behavioral] Analysing productivity data and optimizing staffing and production capacity Liaise with superior to make decisions for operational activities and set strategic goals Plan and monitor the day-to-day running of business to ensure smooth progress Supervise staff from different departments and provide constructive feedback Evaluate overall performance by gathering, analyzing and interpreting data and metrics Managing teams performance around key SLAs, both Client defined and internal defined Manage DR (ATL, Team Leaders & AM) & review individual team performance Review performance and identify factors affecting performance on key SLAs Devise action plans to improve performance, initiate BQ management Interact with KSPs supporting the program for respective deliverables Interact with the client daily to discuss performance & challenges if any Understand forecast, offered trends and ensure required staffing is planned and delivered Business reviews with clients (MBR, QBR, etc.). Identify factors impacting performance and prepare a coaching/action plan to improve the performance Job Responsibilities Handling client interactions. Managing a team of 6 - 8 team leads. Forecasting and recruitment. Forecasting the requirements of the headcount in order to achieve the forecasted chats. Making most efficient utilization of the available agents/sources for production. Analyzing the data on periodic basis and to come up with the suitable actions (both corrective and preventive). Building team spirit among the team leads and also motivating by means of personal involvement. This task of motivation can also be achieved by utilizing the available or approved budget. Managing the daily running of the call center. Liaising with team leaders, operatives and third parties to gather information and resolve issues Minimum requirements (Education Qualification & Work Experience) Graduate and Above Competency Requirements: [Technical & Behavioral] Analysing productivity data and optimizing staffing and production capacity Liaise with superior to make decisions for operational activities and set strategic goals Plan and monitor the day-to-day running of business to ensure smooth progress Supervise staff from different departments and provide constructive feedback Evaluate overall performance by gathering, analyzing and interpreting data and metrics Managing teams performance around key SLAs, both Client defined and internal defined Manage DR (ATL, Team Leaders & AM) & review individual team performance Review performance and identify factors affecting performance on key SLAs Devise action plans to improve performance, initiate BQ management Interact with KSPs supporting the program for respective deliverables Interact with the client daily to discuss performance & challenges if any Understand forecast, offered trends and ensure required staffing is planned and delivered Business reviews with clients (MBR, QBR, etc.). Identify factors impacting performance and prepare a coaching/action plan to improve the performance Job Responsibilities Handling client interactions. Managing a team of 6 - 8 team leads. Forecasting and recruitment. Forecasting the requirements of the headcount in order to achieve the forecasted chats. Making most efficient utilization of the available agents/sources for production. Analyzing the data on periodic basis and to come up with the suitable actions (both corrective and preventive). Building team spirit among the team leads and also motivating by means of personal involvement. This task of motivation can also be achieved by utilizing the available or approved budget.