Operations Manager - International Voice Process - BPO

Hiring for Operations Manager

Must be Ops Manager On papers in BPO

Experience in International Voice Process is Mandatory

Must be strong in Operations Matrices

Overall Experience 8+ Years

Work From Office

Essential Functions/Core Responsibilities:

- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

- Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements

- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

- Create and maximize relationships with client partners

- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement

- Attend business reviews with the client

- Handle a team of team leaders, Assistant Manager, Deputy Managers

Candidate Profile:

- Associate degree in related field with more than eight years of experience (with at least two years of Progressive Management Experience) preferred

- Candidate should have experience in International Voice Process

- Minimum 3+ year Experience as Operations Manager

- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

- Work well under pressure and follow through on items to completion while maintaining professional demeanor

- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

- Demonstrated ability to mentor, coach and provide direction to a team of employees

- Willingness to work a flexible schedule

Qualification: Graduate/Postgraduate