Operations Manager/Ops Manager/International BPO

2 days ago

Bengaluru, India Hiresquad Full time

Leading BPO in Bangalore

Hiring Operations Manager- International Voice Process

Must be working as a Manager or Tenured Deputy Manager in BPO in International Voice Process

Handled Team Span of 80+ including Team Leader, Assistant Manager

Good in Operations Matrices like SLA, CSAT, Attrition, Shrinkage, NPS

CTC UPTO 14LPA

Candidate willing to relocate can also Apply

Immediate joiners/ 1Month notice

Key Roles and Responsibilities

  • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  • 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 targets
  • 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
  • 7-8 years client facing Work experience in a BPO

Key Skills and knowledge:

  • Knowledge of Internet Services, MS Office and Basic Computer Troubleshooting
  • Flexibility to work in any shift and, on weekends
  • Establish a course of action for self and others to accomplish specific goals
  • Demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback
  • Demonstrate ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
  • Work well under pressure and follow through on items to completion while maintaining professional demeanor.
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  • Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  • Demonstrate ability to mentor, coach and provide direction to team members
  • Willingness to work in a flexible schedule

Educational qualification Graduation

Interested candidates can mail their cv at or call

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