Job DescriptionOperations Manager BPO (International Voice Process)
NJob 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 withclient N
- Employee retention to meet client targets N
- Proactive management ofbusiness/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 aweekly basis for capacity planning based on volume forecast N
- Formulate continuous improvement plan N
- Coordinate with IT teamto fix all IT related issues for the team N

nOperations 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

nSkill 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

nProject Revenue & Cost Management
N
- n
- To manage revenue& cost management N
- Operate on planned budget N
- Resource pla

📌 Operations Manager Bpo (India)
🏢 Movate
📍 India