Operations Manager//International Voice process//Kolkata

Leading Business Process Outsourcing (BPO) Company

Hiring for Operations Manager Position

Requirements:
• Must be an Operations Manager on paper in the BPO industry.
• Experience in International Voice Process is mandatory.
• Strong background in Operations Management and matrices.
• Over 8 years of overall experience.

Responsibilities:
Analyzing and Maintaining Client Service Level Agreements

Analyze and maintain all client service level agreements to ensure optimal performance. Implement improvement plans as needed to meet business objectives.
Maximizing Revenue Generation

Develop and implement strategies to maximize revenue generation, focusing on short-term and long-term financial projects, including data collection for billable and non-billable hours, forecasting, budgeting, and other key performance indicators.
Leadership and Team Management

Select, train, develop, and manage the performance of direct reports and their associates. Plan and assign work according to company policies and applicable laws.
Operational Reporting and Metrics Management

Manage and review operational reports, including attendance adherence, productivity, client scorecards, and metrics management reports. Analyze data to identify areas for improvement and implement corrective actions.
Clients and Stakeholder Relationships

Create and maximize relationships with client partners to drive business growth and satisfaction.
Employee Engagement and Development

Foster a positive work environment through employee engagement initiatives. Resolve employee relation issues promptly and professionally.
Cross-Functional Collaboration

Participate in cross-functional meetings to share information from operational support functions, such as training, HR, quality, WFM, and talent acquisition. Collaborate to define action plans that resolve issues and drive continuous improvement.

Candidate Profile:
• Associate degree in a related field with more than eight years of experience, preferably with two years of progressive management experience.
• Experience in International Voice Process.
• Minimum one year of experience as an Operations Manager.
• Demonstrated ability to coach and develop action plans to maximize performance.
• Excellent communication skills, both written and verbal.
• Able to organize and prioritize projects in a fast-paced business environment.
• Willingness to work a flexible schedule.

Qualification: Graduate

If interested, please email your CV at simmi@hiresquad.in