Operations Manager BPO

Job Description

Job Description Woodrock Infotech _ Kolkata _ Hiring for Operations Manager * Job Responsibilities - The person would be responsible for end-to-end delivery and client interactions for the project - End to end ownership of all contractual qualitative deliverable across multiple programs - Ownership for Quality - delivery of the process, works closely with the other functional areas like Program Management, Operation, Training, HR, WFM to ensure smooth operation & service delivery which ranges from client set Qualitative KPIs - Identifying process issues and taking corrective action - Should have handled client interaction - Excellent communication skills - The candidate should also have excellent problem-solving capabilities and lateral thinking skills - Closely monitoring daily productivity against the defined Service Level standards - Perform regular audit checks on client defined compliance requirements - Analyse and generate reports for team performance on processes - Excellent Presentation skills are mandatory - Develop a continuous learning process for the team - Review /audit transactions performed by the team - Supervise and support team members to ensure that delivery is consistent with or exceeds - Conduct Regular Performance Reviews for continuous improvements - Responsible for resource management and Attrition of the project Applicants Specifications & Qualification: - Ability to handle pressure and a natural go getter - Knowledge of operational process, logical thinking, reporting and analysis - Ability to work within challenging environment within timelines - Excellent hands-on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to internal customers - To create a conducive and stimulating environment for the teams to accomplish their goals - Manage expectations of team members and proactively should sense their needs - Should come with innovative ideas for process betterment - Ability to drive process, performance, and transformation - Able to guide the team by implementing best practices and always lead-by-example Analytical Skills - To practice due diligence when interpreting and reporting of data, as well as to improve team performance and processes through insights which supports the overarching objective of a customer centric environment. Desired Candidate Profile - Class 12 pass & Graduation preferred More than 5 years experience working within the BPO sector More than 1 years experience working in an operations manager role in the BPO sector Sound working knowledge of the latest Microsoft packages (Word, Excel, PowerPoint & Outlook) Management skills Good understanding of the BPO industry Communication and written skills Problem solving. Salary upto 8lpa.. Interested candidates please email ur CV to kathakali.rahman@woodrockgroup.in