Operations Lead

2 days ago

Hyderabad, Telangana, India beBeeOperations Full time ₹ 6,00,000 - ₹ 10,00,000

Firstsource is a leading provider of customized Business Process Management (BPM) services, trusted by 100+ leading brands worldwide. Our 'rightshore' delivery model offers solutions covering the complete customer lifecycle across various verticals.

To know more about Firstsource's mission and values, visit our website to learn how we empower employees and customers alike.

This role is an exciting opportunity for a seasoned Operations professional to take on leadership responsibilities and drive business outcomes. The ideal candidate will possess a proven track record of successfully managing teams, processes, and projects within a fast-paced environment.

Responsibilities:

  • Lead daily operational activities to ensure smooth departmental functioning
  • Provide guidance and mentorship to operations staff, helping them meet performance targets and objectives
  • Contribute to the assessment and enhancement of operational processes to improve efficiency, quality, and cost-effectiveness
  • Support the implementation and maintenance of quality control measures to ensure products/services consistently meet or exceed client expectations
  • Develop and maintain key performance indicators (KPIs) to measure and report on operational efficiency and effectiveness
  • Manage resource allocation and utilization, including staffing, equipment, and materials, within budget constraints
  • Ensure all operations adhere to industry regulations, safety standards, and legal requirements

Requirements:

  • 5 years of experience in Operations Management as a Team Leader or minimum 1 year experience as an Assistant Manager for customer service sales process(cross selling, upselling)
  • Graduation is a must

Benefits:

  • Fulfill contractual client obligations effectively
  • Meet internal and client Service Level Agreements (SLAs)
  • Achieve revenue targets by optimizing Full-Time Equivalent (FTE) delivery, staffing levels, and other strategies
  • Attain team retention targets to enhance employee satisfaction and continuity
  • Identify and implement process improvements to enhance operational efficiency
  • Minimize critical operational process escalations to improve service quality

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