Group Operations Manager

2 weeks ago

Pune, Maharashtra, India WNS Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Roles and Responsibilities:

Team Leadership & Management

  • Supervise Team Leaders and their respective agents.
  • Conduct performance reviews and coaching sessions.
  • Foster a culture of accountability, engagement, and continuous improvement.

Operational Excellence:

  • Monitor and analyze KPIs such as AHT, CSAT, FCR, SLA adherence, and productivity.
  • Implement process improvements to enhance efficiency and quality.
  • Ensure compliance with company policies and client requirements.

Client Relationship Management:

  • Serve as the primary point of contact for client escalations and operational updates.
  • Participate in client calls, business reviews, and strategic planning sessions.

Reporting & Analysis:

  • Prepare and present operational reports, dashboards, and insights.
  • Use data to identify trends, risks, and opportunities for improvement.

Workforce & Capacity Planning:

  • Collaborate with WFM and HR to ensure optimal staffing levels.
  • Support recruitment and onboarding of new hires.

Training & Development:

  • Identify training needs and coordinate with L&D teams.
  • Promote career development and succession planning.

Qualifications:

Education:

Bachelor's degree in Business Administration, Management, or related field (preferred but not always required).

Experience:

  • 5+ years of experience in BPO operations, with at least 2 years in a managerial role.
  • Minimum Team size of 80 to 100 FTE's (Mandatory)
  • Proven track record of managing large teams and delivering results.

Skills:

  • Strong leadership and people management skills.
  • Excellent communication and interpersonal abilities.
  • Analytical mindset with proficiency in Excel, reporting tools, and CRM systems.
  • Ability to manage multiple priorities in a fast-paced environment.
  • Familiarity with Six Sigma, Lean, or other process improvement methodologies is a plus.
  • Certifications (Optional but Advantageous):PMP, Six Sigma, COPC, or similar operational excellence certifications.

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