Operations Manager

2 weeks ago

Mumbai Pune, India Tech Mahindra Full time ₹ 5,00,000 - ₹ 25,00,000 per year

Particulars Job Description

Educational Qualification Any Graduate can apply. Work Experience Minimum 8 years of Industry Experience with minimum 1+ year experience in role of Manager Operations with experience managing Chat / Voice operations. Language & Communication

  • Ability to effectively communicate his/her thoughts in a well-organized manner.
  • Should have good communication skills in English

Preferred Competencies

  • Strong Analytical skills with an ability to draw conclusions from data.
  • Process improvements/ optimization done for the respective process.
  • Ability to think Out of box and provide solution to Agents.
  • Understanding of the Business situation and capability to address issues.
  • Open to go beyond the call of the duty to exceed expectations.
  • Patience while giving feedback, Open to change, multi-tasking skills, Interpersonal skill.
  • Reports Ability to work on data and generate various types of reports.
  • Able to work in multiple processes; flexible and eager to pick additional responsibilities/ activities.
  • Must be able to conduct audits, trainings, floor support and supervise shifts (if required)
  • Driving quality initiatives in the team to minimize Escalations to L2

Key Deliverables (KRA/Measure):

  • Should be able to handle multiple LOB
  • Should be able to train new hires and take ongoing / refresher batches.
  • Should be able to handle & achieve the departmental requirements.
  • Have knowledge of different policies and procedures
  • Maintaining secrecy of data
  • The candidate should have excellent problem-solving capabilities and lateral thinking skills.
  • Good Knowledge of Products, Tools and troubleshooting procedures (Domain specific)
  • Eye for detail and aggressive in plan execution/implementation
  • Ability to map processes, define process, and execute them.
  • Ability to view the issues end-to-end and develop action plans with tangible deliverables.
  • Good interpersonal skills and conflict management skills.
  • Exceptional Client management (internal/external stakeholder) skills.
  • Excellent skills on Data Analysis / Analytical Skills / Reporting.
  • The candidate should have excellent problem-solving capabilities and lateral thinking skills.
  • Ready to work at any level in the organization for the deliver on targets.
  • Ability to handle pressure and a natural go getter.
  • Ability to lead the team and drive Quality culture.
  • Eye for detail and aggressive in plan execution/implementation.
  • Client communication: Reviews, Business planning/forecasting, Escalations
  • Capacity & delivery plan.
  • Conduct periodic & need driven team reviews & meetings.

Eligibility

  • Minimum 8 years of Industry Experience with minimum 1+ year experience in role of Manager
  • Should have experience managing Chat / Voice operations

Role Band Location RMG Remarks Manager Operations

  • Knowledge of operational process, logical thinking, reporting and analysis
  • Should be open to work 24/7
  • Ability to follow instructions and client requirements within TAT and with accuracy.
  • To handle day to day operations of multiple processes
  • To work on client escalations if any
  • Ensure monthly billing and invoicing activities with the client are completed on time, without delay.
  • Prepare monthly / quarterly dashboards for management reviews.
  • Conduct operations / governance calls with the customers.
  • Taking an ownership of transitioning activities on the deals won Shows flexibility/ownership & works under pressure situation.

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