Job Title: VP of Operations

Location: Sector 33, Gurgaon, India

Work Hours: 5:30 PM to 2:30 AM, Monday to Friday

Organization: BlackBeltHelp

Background: Mandatory Experience with BPOs The VP of Operations will be responsible to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. He must be an organized, reliable and results-driven professional.

He must have a practical mind to solve problems on the spot partnered with an ability to see the big picture and make improvements with excellent customer service and communication skills.

Key Responsibilities:

- Determines operational strategies by conducting needs assessments, performance

reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Develops the daily / weekly operational systems by developing customer interaction

and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves the overall operations by monitoring system performance;

identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
- Accomplishes the human resource objectives by recruiting,



selecting, orienting,

training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning,

monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

- Meets the financial objectives by estimating requirements; preparing an annual

budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares performance reports by collecting, analysing, and summarizing data and trends.• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
- Maintains professional and technical knowledge by tracking emerging trends in call

center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; bench-marking state-of the-art practices; participating in professional societies.
- Meets the deadlines for appropriate staffing needs, the completion of training's,

reviews through quality audits including implementation of services in all the BlackBeltHelp centers including the work from home sites
- Accomplishes organization goals by accepting ownership for accomplishing new





and different requests; exploring opportunities to add value to job accomplishments. Other related duties as assigned.

Keywords

Leadership Management, Business Process Improvement, Operations Management,

Employee Relations, Performance Management Forecasting

Skill Set

Customer Focus: must demonstrate competency in dealing with all levels of employees

/management and building strong relationships with teams and all organizational customers.

Seniority: 10+ years of leadership experience

- Ability to lead the Company through the transition from early stage to mature stage.
- Desire to work in a agile start-up, and effective resolving ambiguities.
- Must be able to transition seamlessly from strategic level vision creation to day-to

day tactical operations.
- Must have sharp focus to end goals.
- Experience building teams from scratch or scaling organizations is a must

Knowledge of performance evaluation and customer service metrics Solid understanding of reporting and budgeting procedures
- Demonstrated ability to set priorities, be adaptable and manage multiple projects

simultaneously• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) Proficient in MS Office and contact centre equipment/software programs
- Outstanding interpersonal & managerial skills
- Excellent organizational and leadership skills with strong problem solving and

creative skills, and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
- Ability to effectively present information and respond to questions from clients and

customers

📌 Vice President Operations (Gurugram)
🏢 BlackBeltHelp
📍 Gurugram