Senior Operations Manager

1 month ago


Hubli, India Three Across Full time

Job Title: Senior Operations Manager


Role offering:

As a Senior Operations Manager, you will oversee and direct the activities of a number of campaigns along with all Operations Managers, Team Leaders and Staff assigned to his/her campaigns.


Responsibilities:

  • Responsible for a wide spectrum of responsibilities and must be able to multitask with ease and proficiency.
  • Responsible for the regular and often daily interactions with all the company departments/ campaign team leaders and the whole management team.
  • Maintain an open line of communication between staff and senior management.
  • Responsible for all aspects of operations which include but not limited to monitoring operations staffing, provide temporary coverage and training; provision of excellent clientele service & problem resolution.
  • Develop individual & team goals and implement a plan to carry out objectives.
  • Ensuring compliance with all established policies and procedures. Also assisting the Operations Director in crafting operations procedures.


Requirements:

  • 12+ years of experience in International BPO & preferably someone who has experience in being a Senior Manager specializing in BPO Operations and Management or equivalent
  • Third party outsourcing organizations experience is mandatory (Captive unit experience not required)
  • Must have handled at least 200+ FTEs/Agents/Associates
  • Operational knowledge in areas such as people management, delivery, SLA, quality, revenue, billing, attrition, shrinkage, and experience in different LOBs (Banking, Fintech, Customer Service, Content moderation)
  • Should have good track record of meeting and delivering targets
  • Comfortable with 24x7 shifts
  • Excellent verbal and written communication and customer service skills


Experience: 12 Years+


Location: Mohali, India


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