Senior Process Optimization Specialist

2 weeks ago

Mohali, Punjab, India beBeeOperations Full time ₹ 16,80,000 - ₹ 21,60,000
Job Overview">

We are seeking a Senior Operations Manager to join our team. As a senior leader, you will be responsible for overseeing the day-to-day operations of our organization and ensuring that our processes are running smoothly.

">Key Responsibilities">
  • ">
  • Maintain and improve operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades">
  • Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures">
  • Ensure Critical Performance Metrics are met consistently">
  • Lead client/vendor reviews/calibrations">
  • Revert to client/vendor queries on routine issues">
  • Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely">
  • Manage multiple teams">
  • Perform audits and quality checks on Team Leads & Floor Supports">
  • Provide feedback to the Team Leads & Floor Supports periodically on their performance">
  • Ensure cross skilling and periodic process re-verification to ensure resource pool">
  • Perform Training Need Identification for teams">
  • Perform Bottom Quartile Management">
  • Ensure directives from senior leadership are percolated and acted upon">
  • Hold periodic meetings, discuss task delegation and review issues">
  • Conduct team huddles and meetings to discuss operational updates">
  • Build team spirit through group sessions, activities, and projects">
  • Focus on retention of staff through career mapping & guiding team members">
  • Advocate and follow organizational policies and procedures">
  • Adhere to the information security requirements">
  • Ensure all client deliverables met within timelines">
  • Ensure productivity/quality enhancement and process meet all metrics">
  • Remediation of any major incident">
  • Manage client MBR/QBR deck, client calls and reviews">
  • Prepares performance reports by collecting, analysing, and summarizing data and trends">
  • Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions">
  • Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies">
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments">
">Requirements">
  • ">
  • Strong leadership skills with the ability to manage multiple teams">
  • Excellent communication and interpersonal skills">
  • Ability to work in a fast-paced environment with multiple priorities">
  • Experience in BPO operations management or a related field">
  • Strong analytical and problem-solving skills">
  • Ability to travel as needed">
  • Proficiency in Microsoft Office Suite">
">What We Offer">
  • ">
  • Competitive salary and benefits package">
  • Opportunities for professional growth and development">
  • Collaborative and dynamic work environment">
  • Recognition and rewards for outstanding performance">
">How to Apply">

If you are a motivated and experienced Senior Operations Manager looking for a new challenge, please submit your application today.

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