Operations Manager/Ops Manager/International BPO - Kolkata - confidential

    confidential
    confidential Kolkata

    5 days ago

    Full time Healthcare
    Description

    Hiresquad Resources is seeking a highly skilled and experienced Operations Manager for an International Voice Process in Kolkata. We're looking for a seasoned leader who is currently serving as a Manager or Tenured Deputy Manager in an International BPO, with a proven track record of managing large teams (80+ FTEs, including Team Leaders and Assistant Managers) and excelling in operational matrices. We encourage diversity candidates and those willing to relocate to apply

    Key Roles and Responsibilities

    • Service Level Management: Analyze and maintain all Client Service Level Agreements (SLAs), implementing effective improvement plans as needed to ensure consistent performance.
    • Team Leadership & Development: Select, train, develop, and manage the performance of direct reports (Team Leaders/Assistant Managers) and their respective teams. This includes planning and assigning work in accordance with organizational policies and legal requirements.
    • Operational Reporting & Review: Manage and review critical operational reports, such as Attendance adherence, PFP (Pay for Performance), Client Scorecards, and various Metrics Management reports.
    • Client Relationship Management: Create and maximize strong relationships with client partners, ensuring alignment and satisfaction.
    • Policy & Performance Guidance: Provide strong leadership and guidance to direct reports to ensure consistent administration of company policies and standards. Define and implement any corrective actions necessary to meet operational performance targets.
    • Coaching & Feedback: Conduct regular one-on-ones with direct reports to review individual and team performance, offering ongoing developmental coaching.
    • Employee Engagement: Foster a positive work environment through proactive employee engagement initiatives. Resolve employee relations issues professionally and in a timely manner.
    • Cross-Functional Collaboration: Participate in cross-functional meetings to review information from operational support functions (Training, HR, Quality, WFM, TA) and partner to define action plans that resolve issues and drive continuous improvement.
    • Strategic Operations: Implement best practices and strive to over-deliver for clients, drive consistent performance, evaluate staffing needs with input from Business Development and the Client, and make adjustments to meet changing requirements.
    • Business Reviews: Attend business reviews with the client to represent operational performance and insights.
    • Team Management: Effectively handle and manage a team comprising Team Leaders.

    Key Skills and Knowledge

    • BPO Experience: client-facing work experience in a BPO environment.
    • Technical Familiarity: Knowledge of Internet Services, MS Office, and basic computer troubleshooting.
    • Flexibility: Willingness to work in any shift and on weekends as required by a 24x7 international operation.
    • Goal Orientation: Ability to establish a clear course of action for self and others to accomplish specific goals.
    • Coaching & Development: Demonstrated ability to coach and develop action plans that maximize performance and provide effective feedback.
    • Process Improvement: Proven ability to analyze and improve work processes; capable of establishing a course of action for self and others to achieve specific goals.
    • Resilience: Works well under pressure and follows through on tasks to completion while maintaining a professional demeanor.
    • Communication: Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates.
    • Organizational Skills: Demonstrated ability to organize and prioritize projects in a fast-paced, deadline-oriented business environment.
    • Mentorship: Demonstrated ability to mentor, coach, and provide direction to team members.
    • Adaptability: Willingness to work a flexible schedule to meet business needs.
    • Operational Metrics: Strong understanding and proven track record with operational matrices like SLA, CSAT, Attrition, Shrinkage, and NPS.

    Educational Qualification

    • Graduation (any discipline).

    Interested candidates can mail their CV to [HIDDEN TEXT] or call

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