Remote
Full Time
Job Description
Role & Responsibilities:
Monitor, track, and drive team performance against KPIs and SLAs.
Collect, analyze, and interpret operational data to identify patterns, trends, and improvement opportunities.
Conduct Root Cause Analysis (RCA) for recurring issues and escalations.
Implement corrective and preventive measures to reduce error rates.
Manage and motivate a team, including capacity planning, task allocation, and workforce management.
Coach, mentor, and develop team members through continuous feedback.
Ensure adherence to process guidelines, compliance, and quality standards.
Collaborate with cross-functional teams (Quality, Training, Operations) to drive improvements.
Use data-driven insights to make quick and effective decisions.
Handle conflicts, escalations, and client/stakeholder management.
Prepare and present regular performance reports and business reviews.
Identify automation and optimization opportunities to enhance efficiency.
Work Conditions:
Work Model: Complete Work From Home (remote).
Shift Timings: Between 4:00 PM to 3:00 AM IST.
This is a night shift role .
Preferred Candidate Profile:
5 years of experience in operations/service delivery roles with at least 2 years in people management.
Strong knowledge of KPI/SLA management, reporting, and escalation handling.
Excellent communication, stakeholder management, and analytical skills.
Experience in IT Services, Consulting, or related industries preferred.
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