Regional Operations Manager

1 day ago


Hyderabad, Telangana, India ICCS Full time
Job Description

As a Regional Operations Manager at ICCS, you will be responsible for handling the entire location as a site head.

You should be from a local area and must have an experience in third party call centre for at least 8 years.

Key Responsibilities:
  • Manage capacity Planning, Scheduling, Forecasting, Real Time Management, and Reporting
  • Coordinate with operations and various departments on a regular basis
  • Daily Monitor all required KPIs effectively to ensure they meet their targets
  • Effectively manage outage scenarios
  • Manage ad-hoc requirements from Ops & any other functions
  • Discuss daily / weekly performance with stakeholders
  • Outlier management for all efficiency parameters
  • Analysis Strong Analytical skills
  • Should be able to handle & achieve the departmental requirements
  • Accurate and Timely reporting
  • Client Management Internal and External
  • Ability to work on data and generate various types dashboards, reports/ad-hoc reports
  • Meeting client requirements within TAT and with accuracy
Desired Candidate Profile

Handle Operations, IT, HR, Admin, T&Q, MIS and WFM for the local site

Responsible for Manpower availability and client SLAs

Should be responsible for generating full revenue for the location

Should be responsible for the growth of a center

Should have good knowledge of local call centers in that area

Should lead hiring, Training and Quality at the local site level

Must have a local language knowledge and understanding of local culture

Should be self-motivated for growth of a center

Should be responsible for P&L for that location

Should have a strong eye for reviewing the data

Should have a good persona for leading a center

Compensation and Benefits

We offer a competitive salary range of Rs. 25 Lakhs - 40 Lakhs per annum based on your experience and qualifications.



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