Operations Manager BPO (International Voice Process) Job Responsibilities:

Manage performance of the teamDeliver on SLA commitments based on the contractMeet and exceed customer satisfaction goalsDaily/Weekly/Monthly/Quarterly reporting of SLA performanceAttend daily calls with clientEmployee retention to meet client targetsProactive management of business/operations trendsPlanning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employeesWork with WFM team on a weekly basis for capacity planning based on volume forecastFormulate continuous improvement planCoordinate with IT team to fix all IT related issues for the team Operations Management - Set and review KRA’s for the team, align their goals to the overall objectives of the organization / clientDaily/Weekly/Monthly/Quarterly operations review with internal and external stakeholdersCapacity / Resource planning and managementLiaison with cross functions across the organization addressing the needs of the team membersTo own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)Business continuity planning & risk managementCreate,



generate and publish reports with the help of MS office toolsProficiency in tools & CRM systemsQA forms and understanding it’s impact to customer experienceReporting/Analytics to monitor metrics and take actions necessarily and target improvements Skill Development:Addressing skill gaps in Product / Process / Technology / CommunicationMentor Leads & respective team membersPlan relevant training programs working with respective groups Project Revenue & Cost Management - To manage revenue & cost managementOperate on planned budgetResource planning (People / IT) Client Management:Ensure client management with “100 referenceable customers”Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholdersSet and manage client expectationsIdentify potential recent business opportunitiesTo take complete ownership of the cases and to take feedback on negative surveysTo handle deviations and carry out risk analysis Quality Management - Create and improve process guidelines and frameworkDrive adherence and compliance to organizational / quality standardsFormulate action plans for consistent service delivery qualityCreate preventive and corrective action plans on customer or Client comments /feedback Eligibility Criteria :Minimum of 24 months experience in JL3A Grade and aboveMinimum of 2 Years in Project handling and client interactions

📌 Operations Manager BPO (International Voice Process) (Mumbai)
🏢 Movate
📍 Mumbai