Senior Operations Manager

2 weeks ago


Madurai, Tamil Nadu, India Metatron HR Solutions Full time
Job Title: Senior Operations Manager

We are seeking an experienced Senior Operations Manager to join our team at Metatron HR Solutions. The ideal candidate will have a strong background in managing operations, with a focus on ensuring Service Level Agreements (SLAs) are met and process efficiency is improved.

Key Responsibilities:
  • Develop and implement effective methods and strategies to improve productivity and efficiency of business processes.
  • Support quality initiatives and ensure compliance with organizational policies and procedures.
  • Onboard new processes, prepare Standard Operating Procedures (SOPs), and train teams.
  • Monitor queue and status to identify any backlogs or volumes and take corrective action.
  • Ensure process continuity during disasters by following Business Continuity Plans (BCPs).
  • Respond to client emails and handle escalations, and handle client calls.
  • Suggest process changes that add value to clients.
  • Responsible for arranging backfills, participating in recruitment and selection activities, and conducting skip-level meetings.
  • Coaches and mentors subordinates, checks attendance, and ensures high employee morale and retention initiatives.
Desired Candidate Profile:

The ideal candidate will have:

* Experience in managing operations with a focus on process efficiency and quality.

* Strong communication and leadership skills.

* Ability to work in a fast-paced environment and adapt to changing priorities.

* Experience in a BPO/KPO Non-Voice International process.

* At least 10-12 years of overall experience with a minimum of 5-6 years as a Team Lead.



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