Operations Manager BPO (International Voice Process) /n Job Responsibilities: /n /n

- Manage performance of the team

/n

- Deliver on SLA commitments based on the contract

/n

- Meet and exceed customer satisfaction goals

/n

- Daily/Weekly/Monthly/Quarterly reporting of SLA performance

/n

- Attend daily calls with client

/n

- Employee retention to meet client targets

/n

- Proactive management of business/operations trends

/n

- Planning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employees

/n

- Work with WFM team on a weekly basis for capacity planning based on volume forecast

/n

- Formulate continuous improvement plan

/n

- Coordinate with IT team to fix all IT related issues for the team

/n /n Operations Management /n /n

- Set and review KRA's for the team, align their goals to the overall objectives of the organization / client

/n

- Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders

/n

- Capacity / Resource planning and management

/n

- Liaison with cross functions across the organization addressing the needs of the team members

/n

- To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)

/n

- Business continuity planning & risk management

/n

- Create, generate and publish reports with the help of MS office tools

/n

- Proficiency in tools & CRM systems

/n





- QA forms and understanding it's impact to customer experience

/n

- Reporting/Analytics to monitor metrics and take actions necessarily and target improvements

/n /n Skill Development: /n /n

- Addressing skill gaps in Product / Process / Technology / Communication

/n

- Mentor Leads & respective team members

/n

- Plan relevant training programs working with respective groups

/n /n Project Revenue & Cost Management /n /n

- To manage revenue & cost management

/n

- Operate on planned budget

/n

- Resource planning (People / IT)

/n /n Client Management: /n /n

- Ensure client management with "100 referenceable customers"

/n

- Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders

/n

- Set and manage client expectations

/n

- Identify potential recent business opportunities

/n

- To take complete ownership of the cases and to take feedback on negative surveys

/n

- To handle deviations and carry out risk analysis

/n /n Quality Management /n /n

- Create and improve process guidelines and framework

/n

- Drive adherence and compliance to organizational / quality standards

/n

- Formulate action plans for consistent service delivery quality

/n

- Create preventive and corrective action plans on customer or Client comments /feedback

/n /n Eligibility Criteria : /n /n

- Minimum of 24 months experience in JL3A Grade and above

/n

- Minimum of 2 Years in Project handling and client interactions

/n

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