Staff Augmentation

Job Summary

An Operations Manager is a professional who ensures that everything runs smoothly from one day to another. They maximize processes and procedures while meeting customer/Client expectations in terms of cost-effectiveness ,Growth and Development.

Location- Gurugram

Must have staff Augmentation Exp

Immediate Joiner only

US Shifts

Interested folks can share their CV-

Call- Harshpreet- 8448778081

Major Areas of Performance

1. Team Leadership and People Management

Lead, motivate, and manage a team of supervisors, team leaders, and front-line agents to ensure operational goals and KPIs are met.

Ensure proper staffing levels through effective resource planning, recruitment, and retention strategies.

Provide regular coaching, feedback, and performance evaluations to direct reports.

Foster a positive and collaborative work environment, maintaining high levels of team morale and engagement.

Manage and resolve any HR issues such as performance problems, disciplinary actions, and employee relations matters.

2. Client and Stakeholder Management

Act as the primary point of contact for clients, managing relationships and ensuring alignment on service expectations, SLAs, and project milestones.

Conduct regular client meetings to review performance, address issues, and ensure continuous improvement in service delivery.

Provide strategic input into client proposals, new projects, and scope changes, collaborating with account management teams to secure client satisfaction.

Ensure all contractual obligations are met, including quality standards, SLAs, and KPIs.

3. Operational Excellence and Process Improvement

Oversee daily operations, ensuring that processes are streamlined and that tasks are completed in an efficient, accurate, and timely manner.

Identify and implement process improvements to increase operational efficiency, reduce costs, and enhance service quality.

Lead root cause analysis for operational inefficiencies or service disruptions and implement corrective actions.

Ensure consistent adherence to company policies, industry regulations, and best practices.

4. Performance Management and Reporting

Establish, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs) for individual teams and operations as a whole.

Analyze operational data to identify trends, areas for improvement, and opportunities for innovation.

Prepare and present regular reports to senior management on operational performance, including financial performance, productivity, quality metrics, and client satisfaction.

Take ownership of action plans for underperforming areas and track progress.

5. Quality Assurance and Compliance

Ensure adherence to quality standards across all operations, conducting regular audits, reviews, and feedback sessions.

Oversee the development and implementation of quality assurance frameworks to ensure high standards of service delivery.

Ensure compliance with all relevant regulatory requirements, data protection laws (e.g., GDPR), and client-specific guidelines.

Drive a culture of continuous improvement through regular quality assessments, training programs, and corrective actions.

6. Budgeting and Financial Oversight

Assist in budget planning and manage operational costs to ensure profitability and efficiency.

Monitor and control expenses to stay within budgetary limits, ensuring cost-effective service delivery.

Identify opportunities for cost-saving initiatives without compromising quality or client satisfaction.

7. Technology and Tools Optimization

Work closely with IT and technical teams to leverage technology for process automation and improved productivity.

Ensure the team is trained in the use of operational tools, CRM systems, and other relevant technology to drive efficiency.

Stay abreast of emerging technologies and trends in BPO operations and apply them where applicable.

Qualification Requirements:

Bachelor's degree in Business Administration, Operations Management, or related field (Master's degree or MBA preferred).

Experience:

8+ years of experience in BPO operations/Staff Augmentation with at least 4 years in a managerial or leadership role.

1.Proven track record in managing and scaling BPO operations, with a strong understanding of the specific challenges and opportunities in the industry.

2.Experience in client-facing roles, managing client relationships, and delivering customer service excellence.

3.Familiarity with contact center technologies, CRM systems, and performance management tools.

Skills:

1.Strong leadership, team management, and interpersonal skills.

2.Excellent communication and presentation skills (written and verbal).

3.Strong analytical and problem-solving abilities, with the capacity to make data-driven decisions.

4.Experience with performance management, process optimization, and continuous improvement methodologies (e.g., Lean, Six Sigma).

5.Sound financial acumen, including budgeting, forecasting, and cost control.

6.Knowledge of relevant industry regulations and compliance standards.

7.Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment.

Core Competencies:

1 Leadership & Motivation: Ability to inspire, lead, and build high-performing teams.

2.Client Management: Proven ability to develop and maintain strong client relationships.

3.Operational Strategy: Ability to develop and implement effective strategies to optimize operations.

4.Quality Focus: Strong commitment to maintaining high-quality standards and improving service delivery.

5.Data-Driven Decision Making: Ability to analyze data and make informed decisions to enhance performance.

6.Adaptability & Problem Solving: Comfortable working in dynamic environments and solving complex operational challenges.

Work Environment & Conditions:

This is an office-based role

Flexible working hours may be required to accommodate clients in different time zones.

Occasional travel may be required for client meetings, operational audits, or training.