Job Description

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
- R

📌 Operations Manager BPO (Thoothukudi)
🏢 Movate
📍 Thoothukudi