Job Description

Operations Manager BPO (International Voice Process)

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Job Responsibilities:

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- Manage performance of the team
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- Deliver on SLA commitments based on the contract
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- Meet and exceed customer satisfaction goals
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- Daily/Weekly/Monthly/Quarterly reporting of SLA performance
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- Attend daily calls with client
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- Employee retention to meet client targets
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- Proactive management of business/operations trends
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- Planning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employees
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- Work with WFM team on a weekly basis for capacity planning based on volume forecast
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- Formulate continuous improvement plan
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- Coordinate with IT team to fix all IT related issues for the team
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Operations Management

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- Set and review KRA's for the team, align their goals to the overall objectives of the organization / client
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- Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders
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- Capacity / Resource planning and management
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- Liaison with cross functions across the organization addressing the needs of the team members
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- To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)
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- Business continuity planning & risk management
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- Create, generate and publish reports with the help of MS office tools
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- Proficiency in tools & CRM systems
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- QA forms and understanding it's impact to customer experience
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- Reporting/Analytics to monitor metrics and take actions necessarily and target improvements
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Skill Development:

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- Addressing skill gaps in Product / Process / Technology / Communication
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- Mentor Leads & respective team members
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- Plan relevant training programs working with respective groups
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Project Revenue & Cost Management

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- To manage revenue & cost management
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- Operate on planned budget
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- Resource planning (People / IT)
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Client Management:

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- Ensure client management with "100 referenceable customers"
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- Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders
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- Set and manage client expectations
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- Identify potential recent business opportunities
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- To take complete ownership of the cases and to take feedback on negative surveys
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- To handle deviations and carry out risk analysis
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Quality Management

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- Create and improve process guidelines and framework
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- Drive adherence and compliance to organizational / quality standards
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- Formulate action plans for consistent service delivery quality
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- Create preventive and corrective action plans on customer or Client comments /feedback
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Eligibility Criteria :

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- Minimum of 24 months experience in JL3A Grade and above
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- Minimum of 2 Years in Project handling and client interactions
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📌 Operations Manager BPO (International Voice Process) (Tamil Nadu)
🏢 Movate
📍 Tamil Nadu