JOB SUMMARY The Operations Manager is responsible for end-to-end operational delivery, client satisfaction, team performance, and financial results for assigned programs. The role partners with cross-functional teams to optimize resources, ensure compliance, drive continuous improvement, and deliver measurable business outcomes while building a high-performance culture.

KEY RESPONSIBILITIES

1. WORKFORCE & CAPACITY MANAGEMENT

- Partner closely with WFM to drive optimal staffing solutions.
- Optimize occupancy, shrinkage, and schedule adherence.
- Develop accurate forecasts and plan capacity to meet business demand.
- Ensure right people, right place, right time at the right cost.

2. QUALITY & COMPLIANCE

- Ensure adherence to regulatory, contractual, and internal policies.
- Drive quality assurance improvements and monitor trends.
- Ensure compliance with client standards and industry regulations.
- Support internal, external, and client audits.

3. CLIENT RELATIONSHIP MANAGEMENT

- Act as the primary operational point of contact for clients.
- Lead client business reviews and governance meetings.
- Present performance, insights, risks, and action plans.
- Build solid relationships and drive client satisfaction.

4. REPORTING & BUSINESS ANALYTICS

- Develop real-time dashboards and management reports.
- Analyze performance trends and operational metrics.
- Present actionable insights to senior leadership and clients.
- Use predictive analytics to forecast trends and drive data-driven decisions.

5. CONTINUOUS IMPROVEMENT

- Lead Lean / Six Sigma initiatives to improve efficiency and quality.
- Identify and drive automation and process optimization opportunities.
- Standardize best practices, tools, and operational processes.
- Foster a culture of innovation and continuous improvement.

6. PEOPLE & TALENT MANAGEMENT

- Develop and coach leaders across all levels.
- Manage performance through coaching, feedback, and reviews.
- Drive employee engagement, retention, and satisfaction.
- Build high-performing teams and solid leadership bench.

7.



STAKEHOLDER MANAGEMENT

- Partner with HR, Finance, IT, WFM, QA, Training and other support teams.
- Drive alignment and collaboration across functions.
- Ensure cross-functional priorities are met.
- Influence and manage stakeholders effectively.

8. RISK MANAGEMENT & GOVERNANCE

- Identify, assess, and mitigate operational risks.
- Ensure business continuity and disaster recovery readiness.
- Maintain governance frameworks and policy compliance.
- Escalate risks and implement preventive controls.

9. PROJECT & TRANSITION MANAGEMENT

- Lead transitions, migrations, pilots, and change initiatives.
- Develop transition plans and ensure on-time delivery.
- Manage cross-functional teams for successful execution.
- Ensure smooth ramp-up and stabilization of new programs.

KEY PERFORMANCE INDICATORS (KPIs)
- Revenue Achievement
- P&L; Performance
- Productivity (Contacts / FTE)
- Occupancy %
- Schedule Adherence
- Shrinkage %
- Forecast Accuracy
- Sales Conversion
- Revenue per FTE
- Save Rate / Churn
- RPC (Revenue per Call)
- PTP (Promise to Pay)
- Liquidation Rate
- FCR (First Call Resolution)
- CSAT (Customer Satisfaction)
- NPS (Net Promoter Score)
- AHT (Average Handle Time)
- Service Level
- Quality Score
- Compliance Score
- Attrition Rate
- Employee Engagement

QUALIFICATIONS & EXPERIENCE
- Bachelor's degree in any discipline; MBA preferred.
- 712 years of experience in BPO / call center operations.
- Minimum 35 years in a managerial role handling large teams and complex programs.
- Strong experience managing US processes and client relationships.
- Proven track record in driving operational performance and P&L; impact.
- Lean / Six Sigma certification is an added advantage.

KEY SKILLS & COMPETENCIES
- Operational Excellence & Performance Management
- Workforce Management & Capacity Planning
- Data Analysis & Business Intelligence
- Client Management & Stakeholder Collaboration
- People Leadership & Talent Development
- Problem Solving, Decision Making & Strategic Thinking
- Change Management & Continuous Improvement
- Financial Acumen & Cost Management

📌 Operations Manager (US Process) (Chandigarh)
🏢 SKYSUN
📍 Chandigarh