Operations Manager

Minimum 8 years of Industry Experience with minimum 1+ year experience in role of Manager Operations with experience managing Chat / Voice operations.

• Ability to effectively communicate his/her thoughts in a well-organized manner.
• Should have good communication skills in English

Preferred Competencies

• Strong Analytical skills with an ability to draw conclusions from data.
• Process improvements/ optimization done for the respective process.
• Ability to think Out of box and provide solution to Agents.
• Understanding of the Business situation and capability to address issues.
• Open to go beyond the call of the duty to exceed expectations.
• Patience while giving feedback, Open to change, multi-tasking skills, Interpersonal skill.
• Reports Ability to work on data and generate various types of reports.
• Able to work in multiple processes; flexible and eager to pick additional responsibilities/ activities.
• Must be able to conduct audits, trainings, floor support and supervise shifts (if required)
• Driving quality initiatives in the team to minimize Escalations to L2

Key Deliverables (KRA/Measure):

• Should be able to handle multiple LOB
• Should be able to train new hires and take ongoing / refresher batches.
• Should be able to handle & achieve the departmental requirements.
• Have knowledge of different policies and procedures
• Maintaining secrecy of data
• The candidate should have excellent problem-solving capabilities and lateral thinking skills.
• Good Knowledge of Products, Tools and troubleshooting procedures (Domain specific)
• Eye for detail and aggressive in plan execution/implementation
• Ability to map processes, define process, and execute them.
• Ability to view the issues end-to-end and develop action plans with tangible deliverables.
• Good interpersonal skills and conflict management skills.
• Exceptional Client management (internal/external stakeholder) skills.
• Excellent skills on Data Analysis / Analytical Skills / Reporting.
• The candidate should have excellent problem-solving capabilities and lateral thinking skills.
• Ready to work at any level in the organization for the deliver on targets.
• Ability to handle pressure and a natural go getter.
• Ability to lead the team and drive Quality culture.
• Eye for detail and aggressive in plan execution/implementation.
• Client communication: Reviews, Business planning/forecasting, Escalations
• Capacity & delivery plan.
• Conduct periodic & need driven team reviews & meetings.

Eligibility

• Minimum 8 years of Industry Experience with minimum 1+ year experience in role of Manager
• Should have experience managing Chat / Voice operations

Role Band Location RMG Remarks

• Knowledge of operational process, logical thinking, reporting and analysis
• Should be open to work 24/7
• Ability to follow instructions and client requirements within TAT and with accuracy.
• To handle day to day operations of multiple processes
• To work on client escalations if any
• Ensure monthly billing and invoicing activities with the client are completed on time, without delay.
• Prepare monthly / quarterly dashboards for management reviews.
• Conduct operations / governance calls with the customers.
• Taking an ownership of transitioning activities on the deals won Shows flexibility/ownership & works under pressure situation.