Operations Manager

As a seasoned Operations Manager , you will be responsible for overseeing the daily operations of our learning and service delivery team. Your key responsibilities will include managing program operations, overseeing learner support, and driving team performance.

To succeed in this role, you will need to have excellent leadership skills, with experience in team management, process monitoring, and escalation handling. You will also need to have strong analytical skills, with the ability to collect and analyze data, set goals, and drive performance improvement.

• Team Leadership & Performance : Oversee team performance, conduct regular discussions to address performance issues, data collation, and goal setting.
• Escalation Management : Handle non-performance-related escalations, potential escalations, and SLA breaches, ensuring timely and appropriate resolution.
• SLA & BQ Management : Monitor SLAs, maintain performance standards, and manage Business Quality (BQ) metrics to ensure learner satisfaction and process adherence.
• Process Oversight : Lead efforts in overseeing process deviances and work towards fixing issues.
• Collaboration & Coordination : Collaborate with cross-functional teams to ensure timely delivery of tasks, along with delay tracking.
• Operational Monitoring : Ensure effective leave and schedule management, including handling skeleton staffing and monitoring daily schedules to ensure smooth operations.
• Reporting & Audits : Conduct performance audits, rebuttal reviews for team members, and participate in the preparation and publication of performance dashboards (in coordination with managers).
• Risk Management : Identify potential risks in program delivery and take pre-emptive actions to avoid SLA breaches or other service delivery disruptions.
• Shift Monitoring : Tracking and managing the daily working schedules of team members to ensure optimal staffing and operational efficiency. Monitor live shift performance, such as agent availability, handling times, and active engagement in learner interactions (chats, emails, calls). Organize backup staff to fill in during understaffed periods or when team members are unavailable.

In addition to your leadership skills, you will need to have strong communication and problem-solving skills, with the ability to work effectively in a fast-paced, dynamic environment. Experience in the EdTech industry or online learning programs is highly desirable.