Operations Manager

Job Description Should have Excellent Communication Skills. Should be able to handle a team of 80-100 CSE (Inbound / Outbound) & 6-7 Team Leaders. Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Must lead the organization and provide development in short term and long term operations performed. Must interact with the directors and maintain operations by directing all activities which are performed daily, weekly and monthly. Driving continuous improvement culture within the department. Drive business strategies to improve the competitive position of the company by conducting needs assessments, performance reviews, capacity planning, and cost / benefit analyses Identifies individual strengths of team members and actively fosters career advancement. People / Team management and working towards delivering the required targets. Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates core values and Leadership Principles. Develops and drives strategies and programs which improve the competitive position of the Company. Strong leadership skills and ability to ensure team understands job and business requirements and build team empowerment Soft Skills Willingness to learn & contribute, Positive Attitude, Effective team management skill, Good communication skills, Adaptable to changes, Open mindedness, Ability to stretch, Commitment to the job. Very strong peoples person, ability to work with the diverse set of people.