Job Description Operations Manager BPO (International Voice Process)
n Job Responsibilities:
n n Manage performance of the team
n Deliver on SLA commitments based on the contract
n Meet and exceed customer satisfaction goals
n Daily/Weekly/Monthly/Quarterly reporting of SLA performance
n Attend daily calls with client
n Employee retention to meet client targets
n Proactive management of business/operations trends
n Planning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employees
n Work with WFM team on a weekly basis for capacity planning based on volume forecast
n Formulate continuous improvement plan
n Coordinate with IT team to fix all IT related issues for the team
n n Operations Management
n n Set and review KRA's for the team, align their goals to the overall objectives of the organization / client
n Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders
n Capacity / Resource planning and management
n Liaison with cross functions across the organization addressing the needs of the team members
n To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)
n Business continuity planning & risk management
n Create, generate and publish reports with the help of MS office tools
n Proficiency in tools & CRM systems




n QA forms and understanding it's impact to customer experience
n Reporting/Analytics to monitor metrics and take actions necessarily and target improvements
n n Skill Development:
n n Addressing skill gaps in Product / Process / Technology / Communication
n Mentor Leads & respective team members
n Plan relevant training programs working with respective groups
n n Project Revenue & Cost Management
n n To manage revenue & cost management
n Operate on planned budget
n Resource planning (People / IT)
n n Client Management:
n n Ensure client management with "100 referenceable customers"
n Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders
n Set and manage client expectations
n Identify potential current business opportunities
n To take complete ownership of the cases and to take feedback on negative surveys
n To handle deviations and carry out risk analysis
n n Quality Management
n n Create and improve process guidelines and framework
n Drive adherence and compliance to organizational / quality standards
n Formulate action plans for consistent service delivery quality
n Create preventive and corrective action plans on customer or Client comments /feedback
n n Eligibility Criteria :
n n Minimum of 24 months experience in JL3A Grade and above
n Minimum of 2 Years in Project handling and client interactions
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📌 Operations Manager BPO (International Voice Process) (Chennai)
🏢 Movate
📍 Chennai