Senior Operations Manager

3 days ago

Kolkata, West Bengal, India beBeeOperations Full time ₹ 9,00,000 - ₹ 12,00,000
Job Title: Senior Operations Manager

We are seeking an experienced and skilled Senior Operations Manager to lead our international voice process team in Kolkata. As a seasoned leader, you will be responsible for managing large teams, improving operational matrices, and delivering exceptional results.

Key Responsibilities:
  • Manage Client Service Level Agreements (SLAs) and implement effective improvement plans to ensure consistent performance.
  • Select, train, develop, and manage the performance of direct reports and their respective teams.
  • Review critical operational reports, such as Attendance adherence, PFP, Client Scorecards, and Metrics Management reports.
  • Create and maximize strong relationships with client partners to ensure alignment and satisfaction.
  • Provide leadership and guidance to direct reports to administer company policies and standards.
  • Conduct regular one-on-ones with direct reports to review individual and team performance.
  • Foster a positive work environment through employee engagement initiatives.
Required Skills and Qualifications:
  • BPO Experience: Proven 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.
  • Mentorship: Demonstrated ability to mentor, coach, and provide direction to team members.
Educational Qualification:
  • Graduation (any discipline).

This is an excellent opportunity for experienced professionals to take their career to the next level.

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