Operations Manager I

Job Description

The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. . Key Role and Responsibilities : : Managing a team of 150 associates with the help of aligned 5 to 7 TL s Meet and exceed SLA targets Understand operational metrics & have governance to ensure no misses Drive performance and exceed the expectations Attend weekly and monthly reviews with Internal Stakeholders and Client Actively involved in client calls & manage client needs Monitor production, efficiency, and schedule adherence tool to ensure high levels of efficiency Establish cross skilling plan for the agents Develop the team members by providing necessary support and guidance and nominate them for different OD trainings Work closely with the team to ensure timely feedback is provided Create good engagement levels with team members and reduce attrition numbers Handle escalations (team and client) Ensure complete participation and contribution in organization/process level initiatives (e.g., Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency Achieve stretch targets and make decisions as well as manage complex/ difficult employee situations Work as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues Make appropriate recommendations and adjustments to leverage resources, skill changes, post Overtime, or escalate as required Attrition Management & Employee engagement Ensure leaves for the team are planned so that productivity is not affected Coaching and feedback to mid and bottom quartile agents Mentoring top quartile performers Data collection and analysis of team performance parameters Contribute to process improvements and innovation Key skills and knowledge: Good communication and Analytical skills Planning and prioritization of schedule adherence Proficient with MS Office (Word, Power point and Excel) Flexible to work in Shifts (Morning and Night shifts and on Saturday/ Sunday weekly off) Ability to motivate under-performers to improve and excel US Healthcare expertise - preferred Qualification Section: Graduate in any stream