Experience
3 - 8 yrs
Job Location
Pune, India
Vacancy
1
Designation
Operations Manager
Job Type
Not specified
Job Description
- Responsible and accountable for overall direction and performance of the Operations team
- Evaluate and set up right processes to manage the KPO delivery for multiple clients
- Establish appropriate organization structure to handle the delivery seamlessly for a 20+ team
- Set the vision, direction, and culture of the team by managingindividual and team performance expectations and goals, monitoring
- A real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.
- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the team.
- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives.
- Establish a learning program to cut down the ramp up time for new team members.
- Interacting with the client on a daily basis, via mail, Skype Phone communications
- Ensure proper email communication between the client and the team
- Prioritize Weekly Daily Tasks with Team Leaders and resources
Skills and Experience:
- 3+ years of Strong KPO management experience, with overall 5+ years experience in the industry
- Ability to handle deliveries for multiple clients
- Excellent verbal and written communication skills
- Good understanding of the processes required for KPO deliveries
- Must be keen on exploring improvements, optimizing processes, and motivating people.
- Ability to follow-up with multiple stakeholders and get things done.