Qureos Mentor

Touchstone Communications

Job ObjectiveAn operations manager is responsible to direct, implement and execute campaign specific objectives to maximize productivity and achieve service level deliverables. The Manager Operations is responsible for consistency in results with resource output as prescribed with the company standards. He/she is also required to help promote a positive culture that encourages morale and performance. As a standard a project manager needs to have 2 direct reports with a total of 30 associates reporting to his direct reports.Key Responsibilities<ul><li>Team Management:</li><li>Develop objectives and manage all campaign operations/activities</li><li>Conduct effective resource planning to maximize the productivity of resources (people, technology etc)</li><li>Collect and analyze call-center statistics (sales /customer service metrics etc.)</li><li>Motivate and encourage associates to achieve monthly goals.</li><li>Maintain discipline and professionalism amongst the team members by communicating tolerable &amp; non- tolerable corporate behavior. address and document disciplinary and/or performance problems according to company standards: Conduct counseling sessions where HR presence is mandatory.</li><li>Lead and conduct team meetings 15 minutes prior to day shift and end of the shift. (Supervise where APM is conducting).</li><li>Ensure the goal achievement percentage is in line with Touchstone&rsquo;s company standards.</li><li>Attendance Management </li><li>Responsible to monitor number of hours worked by employees and to ensure the dialing hours do not fall below the company standards.</li><li>Enforcement of shift time adherence within team members and its regulation on a daily basis.</li><li>Employee Retention:</li><li>Responsible to maintain headcount at 30 people under his direct reporting.</li><li>Responsible to have detailed retention sessions with associates leaving</li><li>Responsible to maintain attrition at 10% maximum.</li><li>Confirmation Percentage:</li><li>Responsible to overview and analyze TNAs conducted by Team Leads and assess the coaching/training provided by the TLs/APMs to build C&rsquo;s into B&rsquo;s and A&rsquo;s.</li><li>Responsible to have 80% confirmed resources of associates having an over 60 days tenure in the team.</li><li>Quality Control:</li><li>Responsible to ensure that the quality score of team is at least 96%</li><li>Prepare reports for different departments or higher management.</li></ul>Knowledge, Skills, Abilities &amp; Other attributesEducation<ul><li>College graduate required; MBA preferred.</li></ul>Skills<ul><li>Excellent Communication and interpersonal Skills.</li><li>Knowledge of MS Office</li><li>Strong leadership skills</li><li>Strong Mentoring/Coaching Skills.</li><li>Self-motivated and ability to coordinate and prioritize multiple tasks.</li><li>Strategic thinker</li></ul>Duration and Nature of Previous Experience<ul><li>5 years+ of BPO experience.</li><li>At least 4 years of leadership experience.</li></ul>Job Type: Full-timeApplication Question(s):<ul><li>Willing to do night shift? Yes/No</li></ul>Education:<ul><li>Master's (Preferred)</li></ul>Experience:<ul><li>BPO: 5 years (Required)</li><li>Leadership: 4 years (Required)</li></ul>Language:<ul><li>English (Required)</li></ul>Location:<ul><li>Islamabad (Required)</li></ul>Work Location: In person

Manager Operations

This position supports the Manager HR/Team Lead HR with daily administrative Human Resources functions including information systems, benefits and salary administration/support, etc.1. HR Information and Records Management:<ul><li>Administering and managing associate data through the SmartHCM, including application, employment, education, and personal information.</li><li>Maintaining and regularly updating associate personal files.</li><li>Maintaining HR records related to compensation, health, and medical insurance.</li><li>Sending ID-Creation request of Associates.</li></ul>2. Associate Documentation and Verification:<ul><li>Preparing documentation for all associates.</li><li>Preparing and sending onboarding documents to new Associates</li><li>Supporting Associate onboarding process</li><li>Creating Associate ID badges.</li><li>Handling ex-Associate verification requests and bank verification requests.</li></ul>3. Associate Relations:<ul><li>Following up on confirmations and salary changes of Associates as per company policy.</li><li>Assist in resolving Associate grievances</li></ul>4. Meeting Coordination and Administrative Support:<ul><li>Arranging HR-related meetings and taking meeting notes.</li><li>Assisting in tasks relevant to payroll processing, including manual attendance verification and coordination with other departments for verification.</li></ul>Education<ul><li>Bachelor&rsquo;s Degree in Human Resources or related field.</li></ul>Skills<ul><li>Excellent organizational skills and high attention to detail.</li><li>Technical knowledge of HRIS and other related programs desired.</li><li>Great interpersonal and communication skills (verbal and written).</li><li>Ability to keep sensitive employee information confidential.</li><li>Ability to juggle multiple priorities.</li><li>High level of initiative and ability to work with minimum supervision.</li><li>Ability to work as an effective team member.</li><li>Positive attitude and the ability to work independently within a fast-paced environment.</li></ul>Duration and Nature of Previous Experience<ul><li>Minimum 1 year experience in personnel administration or Human Resources as a generalist.</li></ul>Job Type: Full-timeEducation:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>HR Operation: 1 year (Required)</li><li>Employee Relations: 1 year (Required)</li><li>SmartHCM: 1 year (Preferred)</li></ul>Work Location: In person

HR Executive

Join Touchstone Communications and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Touchstone Communications

ABOUT_COMPANY

Manager Operations

HR Executive