Operations Manager
1 week ago
Role & responsibilities
Key Responsibilities:
- Identify gaps and implement process improvements across HR touchpointsonboarding, performance management, engagement, and exit management.
- Collaborate with Client Partner teams to update and refine policies in alignment with evolving organizational and employee needs.
- Track and drive key performance metrics such as Service Levels (SL), Average Handle Time (AHT), Quality Scores, CSAT, First Contact Resolution (FCR), and Productivity.
- Manage shrinkage and proactively address attrition through workforce analytics, engagement plans, and structured feedback loops.
- Lead performance management processes including regular reviews, PIP planning, and career pathing.
- Drive continuous process improvement initiatives to increase efficiency and optimize resources.
- Coordinate with HR, Training, Quality, WFM, and other support functions to ensure smooth day-to-day operations and quick issue resolution.
- Act as the escalation point for operational, employee, or policy-related concerns from frontline managers and clients.
- Ensure compliance with internal policies, client expectations, and legal obligations.
- Partner with clients to deliver actionable insights and innovations that add value beyond standard KPIs.
- Participate in client calls and represent business health, action plans, and risk mitigations confidently.
- Identify revenue or efficiency improvement opportunities and build business cases where applicable.
- The person should possess strong data-driven approach to performance and people metrics.
- They should possess excellent interpersonal and stakeholder management skills.
- Should be proficient in MS Excel, dashboards, and reporting tools.
- Experience in a BPO or services environment.
Preferred candidate profile
Min 10- 12years of experience in international BPO
Excellence communication skills
Comfortable working with night shifts
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