Operations Manager BPO (International Voice Process)

<p><b>Operations Manager BPO (International Voice Process) </b> </p><p><br /></p><p><b>Job Responsibilities: </b> </p><ul><li>Manage performance of the team </li><li>Deliver on SLA commitments based on the contract </li><li>Meet and exceed customer satisfaction goals </li><li>Daily/Weekly/Monthly/Quarterly reporting of SLA performance </li><li>Attend daily calls with client </li><li>Employee retention to meet client targets </li><li>Proactive management of business/operations trends </li><li>Planning &amp; executing the supply chain management process including but not limited to hiring &amp; training, operations, career progression and retention of the employees </li><li>Work with WFM team on a weekly basis for capacity planning based on volume forecast </li><li>Formulate continuous improvement plan </li><li>Coordinate with IT team to fix all IT related issues for the team </li> </ul><p><br /></p><p><b> Operations Management </b> </p><ul><li>Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client </li><li>Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders </li><li>Capacity / Resource planning and management </li><li>Liaison with cross functions across the organization addressing the needs of the team members </li><li>To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.) </li><li>Business continuity planning &amp; risk management </li><li>Create, generate and publish reports with the help of MS office tools </li><li>Proficiency in tools &amp; CRM systems </li><li>QA forms and understanding it’s impact to customer experience </li><li>Reporting/Analytics to monitor metrics and take actions necessarily and target improvements </li> </ul><p><br /></p><p><b> Skill Development: </b> </p><ul><li>Addressing skill gaps in Product / Process / Technology / Communication </li><li>Mentor Leads &amp; respective team members </li><li>Plan relevant training programs working with respective groups </li> </ul><p><br /></p><p><b> Project Revenue &amp; Cost Management </b> </p><ul><li>To manage revenue &amp; cost management </li><li>Operate on planned budget </li><li>Resource planning (People / IT) </li> </ul><p><br /></p><p><b>Client Management: </b> </p><ul><li>Ensure client management with “100 referenceable customers” </li><li>Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders </li><li>Set and manage client expectations </li><li>Identify potential new business opportunities </li><li>To take complete ownership of the cases and to take feedback on negative surveys </li><li>To handle deviations and carry out risk analysis </li> </ul><p><br /></p><p><b>Quality Management </b> </p><ul><li>Create and improve process guidelines and framework </li><li>Drive adherence and compliance to organizational / quality standards </li><li>Formulate action plans for consistent service delivery quality </li><li>Create preventive and corrective action plans on customer or Client comments /feedback </li> </ul><p><br /></p><p><b>Eligibility Criteria : </b> </p><ul><li>Minimum of 24 months experience in JL3A Grade and above </li><li>Minimum of 2 Years in Project handling and client interactions </li> </ul>