Group Operations Manager

2 weeks ago

Nashik, India WNS Full time

Roles and Responsibilities: Team Leadership & Management - Supervise 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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