Hiring Operations Manager _BPO/KPO GGN

2 weeks ago

Delhi Gurugram NCR, India CIEL HR Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Position Title: Operations Manager

Shift: Rotational

5 Days working, 2 Rotational offs

Location: Gurgaon

Cab Facility (Only in Night Shifts)

JOB PURPOSE.

Communication & Escalation

• Respond promptly to customer queries via email or phone.

• Keep clients updated on temporary/ad-hoc work and scheduling issues.

• Escalate complaints and unresolved issues to relevant departments.

• Ensure proper handovers between shifts and accurate documentation of issues.

Performance Monitoring & Reporting

• Track lateness, attendance, and sickness; report trends to Regional Operations Managers.

• Coach officers on proper use of the auto booking-on system.

• Send weekly ad-hoc work reports to relevant managers.

Resource & Support

• Ensure adequate staffing in the control room, especially during peak times.

• Escalate support needs and be available for additional duties as required

Team Management & Development

• Foster strong team relationships and interdepartmental collaboration.

• Provide training, conduct appraisals, and manage performance issues.

• Address errors and ensure adherence to company procedures.

Supplier Management

• Maintain relationships with approved suppliers.

• Keep supplier contact lists updated and monitor geographical coverage gaps

Quality & Compliance

• Ensure adherence to the companys Quality Management System.

• Comply with health & safety legislation.

• Ensure access to up-to-date Assignment Instructions and Risk Assessments.

Academic Qualification and Required Experience:

  • Graduate/ Postgraduate in any discipline preferrable from the BPO, KPO, BPM service industry.

    • Overall, 12+ years of work experience in managing a control/command room business environment

    • Experience in control room and management within a 24-hour environment. Weekend team supervision required as its a 24/7 delivery service operations. Flexibility

    • 100% Work from Office. Open to extended shift coverage, rotational shifts to meet business requirements, service delivery.


• Strong communication, interpersonal and leadership skills. Familiarization with UK, British accent and cultural nuances

• Trained in UK, US communication style and cultural etiquette

• Manage time sensitive tasks and multitask. Client facing role.

• Strong leadership and team development skills.

• Proactive problem-solving and decision-making abilities.

• High attention to detail and organizational skills.

• Strong computer literacy.

• Commitment to client satisfaction.

• Responsibility to oversee ~ 50 +Team Members, spread across different accounts.

• The preferred candidate should be from Gurgaon location or willing to relocate.

Interested Candidates can share there updated CV at - along with below mentioned details-

Total Experience

Current CTC

Expected CTC

Reason for Change

Notice Period

Thanks & Regards

Pavitra J Singh

Consultant

CIEL HR

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