Roadcast - Operations Manager

Job Description

he ideal candidate will have a strong background in workforce management, service level agreements (SLA) compliance, and advanced Excel proficiency. This role requires excellent leadership, analytical, and problem-solving skills to drive operational excellence and improve efficiency. Key Responsibilities:. Oversee day-to-day BPO operations to ensure smooth functioning and efficiency. Manage and lead teams, ensuring high performance and motivation among staff. Monitor and analyze key operational metrics such as SLA adherence, attrition, shrinkage, and overall performance. Implement strategies to enhance productivity and reduce operational costs. Optimize workforce allocation and ensure proper manpower handling. Develop and maintain reports using advanced Excel for performance tracking and decision-making. Collaborate with stakeholders to identify opportunities for process improvement. Ensure compliance with company policies, industry regulations, and client requirements. Identify training needs and coordinate skill development programs for employees. Handle escalations and work towards effective resolution to maintain client satisfaction. Key Requirements:. Strong understanding of BPO operations, SLA management, attrition, and shrinkage control. Excellent leadership, people management, and decision-making skills. Proficiency in advanced Excel (pivot tables, VLOOKUP, macros, and data analysis). Ability to multitask and work in a fast-paced environment. Strong communication and client management skills. Experience in handling large teams and workforce planning. Why Join Us?. Opportunity to work with a dynamic and growing team. Competitive compensation and career growth prospects (ref:iimjobs.com) Show more Show less