Manager - Operations - BPO (8-12 yrs)

1 month ago


Kolkata, India iimjobs Full time

German process Ops manager


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

- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

- Attend business reviews with the client

- Handle a team of team leaders

- B2 certification in German language is mandatory


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