Group Operations Manager

4 weeks ago

Pune Maharashtra India, Maharashtra WNS Full time

Roles and Responsibilities:Team Leadership & ManagementSupervise Team Leaders and their respective agents.Conduct performance reviews and coaching sessions.Foster a culture of accountability, engagement, and continuous improvement.Operational Excellence:Monitor and analyze KPIs such as AHT, CSAT, FCR, SLA adherence, and productivity.Implement process improvements to enhance efficiency and quality.Ensure compliance with company policies and client requirements.Client Relationship Management:Serve as the primary point of contact for client escalations and operational updates.Participate in client calls, business reviews, and strategic planning sessions.Reporting & Analysis:Prepare and present operational reports, dashboards, and insights.Use data to identify trends, risks, and opportunities for improvement.Workforce & Capacity Planning:Collaborate with WFM and HR to ensure optimal staffing levels.Support recruitment and onboarding of new hires.Training & Development:Identify training needs and coordinate with L&D teams.Promote career development and succession planning.Qualifications:Education:Bachelor’s degree in Business Administration, Management, or related field (preferred but not always required).Experience:5+ years of experience in BPO operations, with at least 2 years in a managerial role.Minimum Team size of 80 to 100 FTE's (Mandatory)Proven track record of managing large teams and delivering results.Skills:Strong leadership and people management skills.Excellent communication and interpersonal abilities.Analytical mindset with proficiency in Excel, reporting tools, and CRM systems.Ability to manage multiple priorities in a fast-paced environment.Familiarity with Six Sigma, Lean, or other process improvement methodologies is a plus.Certifications (Optional but Advantageous):PMP, Six Sigma, COPC, or similar operational excellence certifications.

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