Operations Manager/Ops Manager/International BPO

Job Description Hiresquad Resources is seeking a highly skilled and experienced Operations Manager for an International Voice Process in Kolkata. We're looking for a seasoned leader who is currently serving as a Manager or Tenured Deputy Manager in an International BPO, with a proven track record of managing large teams (80+ FTEs, including Team Leaders and Assistant Managers) and excelling in operational matrices. We encourage diversity candidates and those willing to relocate to apply Key Roles and Responsibilities - Service Level Management: Analyze and maintain all Client Service Level Agreements (SLAs), implementing effective improvement plans as needed to ensure consistent performance. - Team Leadership & Development: Select, train, develop, and manage the performance of direct reports (Team Leaders/Assistant Managers) and their respective teams. This includes planning and assigning work in accordance with organizational policies and legal requirements. - Operational Reporting & Review: Manage and review critical operational reports, such as Attendance adherence, PFP (Pay for Performance), Client Scorecards, and various Metrics Management reports. - Client Relationship Management: Create and maximize strong relationships with client partners, ensuring alignment and satisfaction. - Policy & Performance Guidance: Provide strong leadership and guidance to direct reports to ensure consistent administration of company policies and standards. Define and implement any corrective actions necessary to meet operational performance targets. - Coaching & Feedback: Conduct regular one-on-ones with direct reports to review individual and team performance, offering ongoing developmental coaching. - Employee Engagement: Foster a positive work environment through proactive employee engagement initiatives. Resolve employee relations issues professionally and in a timely manner. - Cross-Functional Collaboration: Participate in cross-functional meetings to review information from operational support functions (Training, HR, Quality, WFM, TA) and partner to define action plans that resolve issues and drive continuous improvement. - Strategic Operations: Implement best practices and strive to over-deliver for clients, drive consistent performance, evaluate staffing needs with input from Business Development and the Client, and make adjustments to meet changing requirements. - Business Reviews: Attend business reviews with the client to represent operational performance and insights. - Team Management: Effectively handle and manage a team comprising Team Leaders. Key Skills and Knowledge - BPO Experience: client-facing work experience in a BPO environment. - Technical Familiarity: Knowledge of Internet Services, MS Office, and basic computer troubleshooting. - Flexibility: Willingness to work in any shift and on weekends as required by a 24x7 international operation. - Goal Orientation: Ability to establish a clear course of action for self and others to accomplish specific goals. - Coaching & Development: Demonstrated ability to coach and develop action plans that maximize performance and provide effective feedback. - Process Improvement: Proven ability to analyze and improve work processes; capable of establishing a course of action for self and others to achieve specific goals. - Resilience: Works well under pressure and follows through on tasks to completion while maintaining a professional demeanor. - Communication: Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates. - Organizational Skills: Demonstrated ability to organize and prioritize projects in a fast-paced, deadline-oriented business environment. - Mentorship: Demonstrated ability to mentor, coach, and provide direction to team members. - Adaptability: Willingness to work a flexible schedule to meet business needs. - Operational Metrics: Strong understanding and proven track record with operational matrices like SLA, CSAT, Attrition, Shrinkage, and NPS. Educational Qualification - Graduation (any discipline). Interested candidates can mail their CV to [Confidential Information] or call at 8467054123.