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Operations Manager

TPShimoga, IN

30+ days ago

Job description

Takes complete ownership of the aligned team’s performance

Develops strategic & tactical plans to identify, analyse and effectively respond to client’s needs emerging trends and best practices

Understands client’s processes and suggest modes of value addition

Monitor adherence of Service Level Agreement (SLAs) for the designated team

Tracks attrition, maintains the EWS tracker and conducts quarterly audits within the team

Works with WFM / Recruitment / Clients to agree on Manpower planning

Analyses Performance Metrics and Identifies process gaps and collaborates with the Client / Quality / training team to formulate solutions

To be knowledgeable with the process and resourceful when faced with matters of internal / external escalations

Works with Directors / Senior Leadership to create a sound incentive structure to motivate and drive performance of the team  Expected to represent WBR / MBR with clients / operations

Keeps Operational costs to a minimum and ensures revenue targets are met

Responsible for ensuring occupancy & utilization is at optimum level

Ensure team funds are utilized to drive engagement & performance and billing information is submitted in a timely manner

Ensuring Headcount and the buffer% is maintained for the process Coaches and counsels Team Managers, Team Leader, Team Coaches, agents as necessary to ensure their success

Administers separation cases to HR in case advisors are not meeting performance metric

consistently and arranging backfills on a timely basis  Handle any kind of escalations pertaining to Team management, Training guidelines, Compliance adherence & Complaints

Takes responsibility of implementing feedback and cascading relevant areas of opportunity to respective departments arising from the skip levels conducted

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Operation Manager • Shimoga, IN

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