Operations Manager BPO (International Voice Process) Job Responsibilities: Manage performance of the team Deliver on SLA commitments based on the contract Meet and exceed customer satisfaction goals Daily/Weekly/Monthly/Quarterly reporting of SLA performance Attend daily calls with client Employee retention to meet client targets Proactive management of business/operations trends Planning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employees Work with WFM team on a weekly basis for capacity planning based on volume forecast Formulate continuous improvement plan Coordinate 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 / client Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders Capacity / Resource planning and management Liaison with cross functions across the organization addressing the needs of the team members To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.) Business continuity planning & risk management Create, generate and publish reports with the help of MS office tools Proficiency in tools & CRM systems QA forms and understanding it’s impact to customer experience Reporting/Analytics to monitor metrics and take actions necessarily and target improvements Skill Development: Addressing skill gaps in Product / Process / Technology / Communication Mentor Leads & respective team members Plan relevant training programs working with respective groups Project Revenue & Cost Management To manage revenue & cost management Operate on planned budget Resource planning (People / IT) Client Management: Ensure client management with “100 referenceable customers” Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders Set and ma

📌 Operations Manager BPO (Tamil Nadu)
🏢 Movate
📍 Tamil Nadu