Hiresquad Resources is seeking a highly skilled and experienced Operations Manager for an International Voice Process in Kolkata. We're looking for a seasoned leader who is currently serving as a Manager or Tenured Deputy Manager in an International BPO, with a proven track record of managing large teams (80+ FTEs, including Team Leaders and Assistant Managers) and excelling in operational matrices. We encourage diversity candidates and those willing to relocate to apply
Key Roles and Responsibilities
- Service Level Management: Analyze and maintain all Client Service Level Agreements (SLAs), implementing effective improvement plans as needed to ensure consistent performance.
- Team Leadership & Development: Select, train, develop, and manage the performance of direct reports (Team Leaders/Assistant Managers) and their respective teams. This includes planning and assigning work in accordance with organizational policies and legal requirements.
- Operational Reporting & Review: Manage and review critical operational reports, such as Attendance adherence, PFP (Pay for Performance),
Client Scorecards, and various Metrics Management reports.
- Client Relationship Management: Create and maximize strong relationships with client partners, ensuring alignment and satisfaction.
- Policy & Performance Guidance: Provide solid leadership and guidance to direct reports to ensure consistent administration of company policies and standards. Define and implement any corrective actions necessary to meet operational performance targets.
- Coaching & Feedback: Conduct regular one-on-ones with direct reports to review individual and team performance, offering ongoing developmental coaching.
- Employee Engagement: Foster a positive work environment through proactive employee engagement initiatives. Resolve employee relations issues professionally and in a timely manner.
- Cross-Functional Collaboration: Participate in cross-functional meetings to review information from operational sup