Operations Manager/Ops Manager/International BPO

Operations Manager

Key Roles and Responsibilities

• Service Level Management:

  Analyze and maintain all Client Service Level Agreements (SLAs), implementing effective improvement plans as needed to ensure consistent performance.

• Team Leadership & Development:

  Select, train, develop, and manage the performance of direct reports (Team Leaders/Assistant Managers) and their respective teams. This includes planning and assigning work in accordance with organizational policies and legal requirements.

• Operational Reporting & Review:

  Manage and review critical operational reports, such as Attendance adherence, PFP (Pay for Performance), Client Scorecards, and various Metrics Management reports.

• Client Relationship Management:

  Create and maximize strong relationships with client partners, ensuring alignment and satisfaction.

• Policy & Performance Guidance:

  Provide strong leadership and guidance to direct reports to ensure consistent administration of company policies and standards. Define and implement any corrective actions necessary to meet operational performance targets.

• Coaching & Feedback:

  Conduct regular one-on-ones with direct reports to review individual and team performance, offering ongoing developmental coaching.

• Employee Engagement:

  Foster a positive work environment through proactive employee engagement initiatives. Resolve employee relations issues professionally and in a timely manner.

• Cross-Functional Collaboration:

  Participate in cross-functional meetings to review information from operational support functions (Training, HR, Quality, WFM, TA) and partner to define action plans that resolve issues and drive continuous improvement.

• Strategic Operations:

  Implement best practices and strive to over-deliver for clients, drive consistent performance, evaluate staffing needs with input from Business Development and the Client, and make adjustments to meet changing requirements.

• Business Reviews:

  Attend business reviews with the client to represent operational performance and insights.

• Team Management:

  Effectively handle and manage a team comprising Team Leaders.

Key Skills and Knowledge

• BPO Experience:

  client-facing work experience in a BPO environment.

• Technical Familiarity:

  Knowledge of Internet Services, MS Office, and basic computer troubleshooting.

• Flexibility:

  Willingness to work in any shift and on weekends as required by a 24x7 international operation.

• Goal Orientation:

  Ability to establish a clear course of action for self and others to accomplish specific goals.

• Coaching & Development:

  Demonstrated ability to coach and develop action plans that maximize performance and provide effective feedback.

• Process Improvement:

  Proven ability to analyze and improve work processes; capable of establishing a course of action for self and others to achieve specific goals.

• Resilience:

  Works well under pressure and follows through on tasks to completion while maintaining a professional demeanor.

• Communication:

  Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.

• Organizational Skills:

  Demonstrated ability to organize and prioritize projects in a fast-paced, deadline-oriented business environment.

• Mentorship:

  Demonstrated ability to mentor, coach, and provide direction to team members.

• Adaptability:

  Willingness to work a flexible schedule to meet business needs.

• Operational Metrics:

  Strong understanding and proven track record with operational matrices like

  SLA, CSAT, Attrition, Shrinkage, and NPS

  .

Educational Qualification

• Graduation (any discipline).

Interested candidates can mail their CV to [HIDDEN TEXT] or call at 8467054123.