Operations Manager BPO (International Voice Process) Job Responsibilities:

- Manage performance of the team - Deliver on SLA commitments based on the contract - Meet and exceed customer satisfaction goals - Daily/Weekly/Monthly/Quarterly reporting of SLA performance - Attend daily calls with client - Employee retention to meet client targets - Proactive management of business/operations trends - Planning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employees - Work with WFM team on a weekly basis for capacity planning based on volume forecast - Formulate continuous improvement plan - Coordinate with IT team to fix all IT related issues for the team Operations Management - Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client - Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders - Capacity / Resource planning and management - Liaison with cross functions across the organization addressing the needs of the team members - To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.) - Business continuity planning & risk management - Create,



generate and publish reports with the help of MS office tools - Proficiency in tools & CRM systems - QA forms and understanding it’s impact to customer experience - Reporting/Analytics to monitor metrics and take actions necessarily and target improvements Skill Development:
- Addressing skill gaps in Product / Process / Technology / Communication - Mentor Leads & respective team members - Plan relevant training programs working with respective groups Project Revenue & Cost Management - To manage revenue & cost management - Operate on planned budget - Resource planning (People / IT) Client Management:
- Ensure client management with “100 referenceable customers” - Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders - Set and manage client expectations - Identify potential current business opportunities - To take complete ownership of the cases and to take feedback on negative surveys - To handle deviations and carry out risk analysis Quality Management - Create and improve process guidelines and framework - Drive adherence and compliance to organizational / quality standards - Formulate action plans for consistent service delivery quality - Create preventive and corrective action plans on customer or Client comments /feedback Eligibility Criteria :
- Minimum of 24 months experience in JL3A Grade and above - Minimum of 2 Years in Project handling and client interactions

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