Senior Ops Manager - KPO

Virtusa

16 - 20 years

5 - 9 Lacs

hyderabad

Posted:2 weeks ago| Platform:

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Skills Required

kpo operations customer satisfaction operations manager team management sla

Work Mode

Work from Office

Job Type

Full Time

Job Description

Skill Operations Manager KPO

Role / Tier:

- Snr Ops Manager/ Tier 0

Role

Manage the entire operations team
Accomplished by refining and implementing performance strategies, Data Building, Meeting Process delivery timelines and adherence
Also responsible for managing attrition for the department and processes; which support current, as well as any future business needs/requirements
Monitor and manage operational costs

Key Responsibilities

Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction & Manage Relationships / Engagement with the Clients.
Team Management organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities.
Responsible for following agreed governance model, escalation & communication plan.
To ensure team members achieve agreed standards in relation to their job assignments.
To ensure training of new staff on the process and corporate policy rules to be adhered to.
To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules.
To monitor and document work schedule of staff and absences.
Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth.
Take weekly and monthly calls with clients to understand the expectations from the teams and provided updates. Ensure that all audit related issues are brought to a closure.
Identify and drive continuous improvements and initiatives in process.
Coach & mentor Team Lead and Associate Manager so that they are able to manage their teams better.
Hiring of team leads and associate managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management is managed well.
To ensure that all internal customer/ external queries are followed up on a timely basis.
Collaborate with internal teams.
To be the Key contact for all queries with specific business assigned.
Work in-sync with other site leads and Managers to create and maintain uniform processes.
Provides inputs, towards hiring and also assists with the interviewing process.
Contributes towards the achievement of the company's strategic and operational objectives.
Monitor and manage operational costs.
Should be process and result oriented.

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