Operations Manager -R1380555 -Kalpana -Gurgaon - female - 100 AND PLUS TEAM MUST BE HANDLED

Job Description:

Role and Key Responsibilities:

• Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring the Client Service Level Agreement and financial expectations are achieved.
• 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-delivery for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and adjust meet the changing requirements.
• Attend business reviews with the client.
• Handle a team of team leaders.

Key skills & knowledge:

• BPO experience preferred.
• Excellent oral and written communication skills. Ability to effectively present information to internal and external associates.
• Willingness to work in a flexible schedule.
• Demonstrated ability to coach and develop action plans, maximize performance and provide effective feedback.
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
• Work well under pressure and follow through on items to completion while maintaining professional demeanor.
• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment.
• Excellent oral and written communication skills. Ability to effectively present information to internal and external stakeholders.

Demonstrated ability to mentor, coach and provide direction

Graduation