Manager - Operations - BPO (1-13 yrs)

4 weeks ago

BiharTamil NaduChennaiMaduraiPondicherryCoimbatorePatnaGuwahati, India iimjobs Full time

Profile :
Manager Operations

Job Description

Key Responsibilities:

  • Leadership/Team Management:
  • Motivate, coach, and develop team leads and SMEs to reach their full potential through consistent monitoring, assessment, and feedback to drive and maintain high standards of performance.
  • Facilitate discussions with team leads and SMEs to help designers reach their full potential using effective feedback and coaching to help them achieve and maintain high standards of performance.
  • Create & maintain documentation of discussion and actions as required.
  • Effectively act upon individual challenges & successes pertaining to performance and behavioral expectations
  • Set/clarify requirements and expectations for team leads & SMEs. Ensure disciplinary discussions and actions for employees occur in a transparent, accurate and timely manner.
  • Create and effectively communicate corrective plans/PIP to ensure that individuals meet expectations.
  • Building effective relationship with other functions and leaders
  • Guide employees along a mutually identified development path, while also displaying interest in helping/guiding them develop on the personal front.
  • Address conflicts and increase participation through interpersonal skills among team members.
  • Drive effective leadership through continuous feedback received from various sources.

Operational Excellence/Process improvements:

  • Collaborate with WFM & OPEX team and plan well ahead for situations/volumes basis past trends and expected/forecasted volumes to ensure smooth functioning of the business during sale periods.
  • Proactively address issues which impact the functions ability to achieve success.
  • Consistent and effective review on team progress, challenges & results.
  • Interpret data and take appropriate action to support findings/achievement of goals and seek opportunities for continuous improvement.
  • Collaborate with other functional teams to ensure quality standards and best practices are set up/introduced within teams.
  • Proactively coordinate with teams to resolve issues raised regarding systems, tools, and performance.
  • Continuously analyze performance metrics and coordinate with the BA & WFM team to review vital trends which help improve/create processes.

Additional Requirements:

  • Collaborate with the Learning team to provide relevant information on process changes and training delivery.
  • Work with WFM team to create and implement schedules.
  • Demonstrate a positive attitude, lead, and facilitate change and model professionalism.
  • Develop a 'customer delight' oriented approach within operations.
  • Operate with solutions oriented approach and drive the same within teams.
  • Participate in hiring and interviewing process as required.
  • Identify & orient highpotential talent within spans and in various programs executed at the site.
  • Helps team members maintain worklife balance and encourage/promote physical/mental wellbeing.
  • Performs additional responsibilities as needed.

Desired Qualifications:

  • Bachelors degree preferred.
  • At least 1+ years of experience in a production or serviceoriented environment with a minimum of 1 years of experience in a leadership position.
  • Prior experience of managing team leaders is a must.
  • Experience of managing team(s) in a design environment will be an advantage.
  • Good in English & able to understand & converse in Hindi.
  • Should have handson experience with Performance management, people management, decisionmaking, leadership

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