Job Description
Job Description
Role and key responsibilities:
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders
• Minimum 2 years of experience as an Operations manager
Desired Skills
• Must be a graduate
• Strong verbal and written communication skills
• Experience of working with Voice or chat or both
• Good Presentation skills
• Thorough knowledge of MS office/ back office
• Excellent facilitation skills, people management skills.
• Experience in direct Client interaction will be an additional advantage.
• Should have handled bigger spans of agents ,TLs, AMs etc.
Education: -
• Graduate in any discipline is essential
Requirements
Shifts- US Shift Full US payroll Cycle Salary Calc, salary discrepancies, time mgmt. Good Comms Team mgmt. Global Clients
Role and key responsibilities:
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
• Selecting, training, developing, and managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of team leaders
• Minimum 2 years of experience as an Operations manager
Desired Skills
• Must be a graduate
• Strong verbal and written communication skills
• Experience of working with Voice or chat or both
• Good Presentation skills
• Thorough knowledge of MS office/ back office
• Excellent facilitation skills, people management skills.
• Experience in direct Client interaction will be an additional advantage.
• Should have handled bigger spans of agents ,TLs, AMs etc.
Education: -
• Graduate in any discipline is essential
Requirements
Shifts- US Shift Full US payroll Cycle Salary Calc, salary discrepancies, time mgmt. Good Comms Team mgmt. Global Clients
💡 Quick Summary
Seeking a career-building opportunity? The Manager Operations | 2coms position is now open for candidates interested in the BPO Jobs sector. This role in Chandigarh offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
