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Operations Manager

JOB_REQUIREMENTS

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  • 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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