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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