Staff Augmentation

As an Operations Manager at a company based in Gurugram, your role involves maximizing processes and procedures to meet customer/client expectations in terms of cost-effectiveness, growth, and development. You must have experience in staff augmentation and be willing to work in US shifts. Immediate joiners are preferred. Your key responsibilities will include: - Team Leadership and People Management: - Lead, motivate, and manage a team to ensure operational goals and KPIs are met. - Ensure proper staffing levels through effective resource planning and recruitment. - Provide coaching, feedback, and performance evaluations to direct reports. - Resolve HR issues such as performance problems and disciplinary actions. - Client and Stakeholder Management: - Act as the primary point of contact for clients, managing relationships and ensuring alignment on service expectations. - Conduct regular client meetings to review performance and address issues. - Provide strategic input into client proposals and collaborate with account management teams. - Operational Excellence and Process Improvement: - Oversee daily operations to ensure tasks are completed efficiently and accurately. - Implement process improvements to increase efficiency and enhance service quality. - Identify operational inefficiencies and implement corrective actions. - Performance Management and Reporting: - Establish, monitor, and report on KPIs and SLAs for teams and operations. - Analyze operational data to identify trends and areas for improvement. - Prepare and present regular reports to senior management on operational performance. - Quality Assurance and Compliance: - Ensure adherence to quality standards and compliance with regulatory requirements. - Drive a culture of continuous improvement through quality assessments and training programs. - Budgeting and Financial Oversight: - Assist in budget planning and manage operational costs for profitability. - Identify cost-saving initiatives without compromising quality. - Monitor and control expenses to stay within budgetary limits. - Technology and Tools Optimization: - Work closely with IT teams to leverage technology for process automation. - Ensure the team is trained in operational tools and relevant technology. - Stay updated on emerging technologies in BPO operations. Qualification Requirements: - Bachelor's degree in Business Administration, Operations Management, or related field (Master's degree or MBA preferred). Experience: - 8+ years of experience in BPO operations/staff augmentation with at least 4 years in a managerial role. Skills: - Strong leadership, communication, analytical, and problem-solving skills. - Experience in client-facing roles and familiarity with contact center technologies. Core Competencies: - Leadership & Motivation, Client Management, Operational Strategy, Quality Focus, Data-Driven Decision Making, Adaptability & Problem Solving. This office-based role may require flexible working hours and occasional travel for client meetings or audits.,