Verified Job
Customer Support / TeleCaller
Interesting Job Opportunity Manager Operations BPO
Customer Support / TeleCaller
#388803
Remote / WFH
Job Description
Profile : Manager Operations
Job Description
Key Management:
• Motivate, coach, and develop team leads and SMEs to reach their full potential through consistent monitoring, assessment, and feedback to drive and maintain high standards of performance.
• Facilitate discussions with team leads and SMEs to help designers reach their full potential using effective feedback and coaching to help them achieve and maintain high standards of performance.
• Create & maintain documentation of discussion and actions as required.
• Effectively act upon individual challenges & successes pertaining to performance and behavioral expectations
• Set/clarify requirements and expectations for team leads & SMEs. Ensure disciplinary discussions and actions for employees occur in a transparent, accurate and timely manner.
• Create and effectively communicate corrective plans/PIP to ensure that individuals meet expectations.
• Building effective relationship with other functions and leaders
• Guide employees along a mutually identified development path, while also displaying interest in helping/guiding them develop on the personal front.
• Address conflicts and increase participation through interpersonal skills among team members.
• Drive effective leadership through continuous feedback received from various sources.
Operational Excellence/Process Improvements
• Collaborate with WFM & OPEX team and plan well ahead for situations/volumes basis past trends and expected/forecasted volumes to ensure smooth functioning of the business during sale periods.
• Proactively address issues which impact the functions ability to achieve success.
• Consistent and effective review on team progress, challenges & results.
• Interpret data and take appropriate action to support findings/achievement of goals and seek opportunities for continuous improvement.
• Collaborate with other functional teams to ensure quality standards and best practices are set up/introduced within teams.
• Proactively co-ordinate with teams to resolve issues raised regarding systems, tools, and performance.
• Continuously analyze performance metrics and co-ordinate with the BA & WFM team to review vital trends which help improve/create processes.
Additional Requirements
• Collaborate with the Learning team to provide relevant information on process changes and training delivery.
• Work with WFM team to create and implement schedules.
• Demonstrate a positive attitude, lead, and facilitate change and model professionalism.
• Develop a 'customer delight' oriented approach within operations.
• Operate with solutions oriented approach and drive the same within teams.
• Participate in hiring and interviewing process as required.
• Identify & orient high-potential talent within spans and in various programs executed at the site.
• Helps team members maintain work-life balance and encourage/promote physical/mental wellbeing.
• Performs additional responsibilities as needed.
Desired Qualifications
• Bachelors degree preferred.
• At least 1+ years of experience in a production or service-oriented environment with a minimum of 1 years of experience in a leadership position.
• Prior experience of managing team leaders is a must.
• Experience of managing team(s) in a design environment will be an advantage.
• Good in English & able to understand & converse in Hindi.
• Should have hands-on experience with Performance management, people management, decision-making, leadership
(ref:iimjobs.com
Job Description
Key Management:
• Motivate, coach, and develop team leads and SMEs to reach their full potential through consistent monitoring, assessment, and feedback to drive and maintain high standards of performance.
• Facilitate discussions with team leads and SMEs to help designers reach their full potential using effective feedback and coaching to help them achieve and maintain high standards of performance.
• Create & maintain documentation of discussion and actions as required.
• Effectively act upon individual challenges & successes pertaining to performance and behavioral expectations
• Set/clarify requirements and expectations for team leads & SMEs. Ensure disciplinary discussions and actions for employees occur in a transparent, accurate and timely manner.
• Create and effectively communicate corrective plans/PIP to ensure that individuals meet expectations.
• Building effective relationship with other functions and leaders
• Guide employees along a mutually identified development path, while also displaying interest in helping/guiding them develop on the personal front.
• Address conflicts and increase participation through interpersonal skills among team members.
• Drive effective leadership through continuous feedback received from various sources.
Operational Excellence/Process Improvements
• Collaborate with WFM & OPEX team and plan well ahead for situations/volumes basis past trends and expected/forecasted volumes to ensure smooth functioning of the business during sale periods.
• Proactively address issues which impact the functions ability to achieve success.
• Consistent and effective review on team progress, challenges & results.
• Interpret data and take appropriate action to support findings/achievement of goals and seek opportunities for continuous improvement.
• Collaborate with other functional teams to ensure quality standards and best practices are set up/introduced within teams.
• Proactively co-ordinate with teams to resolve issues raised regarding systems, tools, and performance.
• Continuously analyze performance metrics and co-ordinate with the BA & WFM team to review vital trends which help improve/create processes.
Additional Requirements
• Collaborate with the Learning team to provide relevant information on process changes and training delivery.
• Work with WFM team to create and implement schedules.
• Demonstrate a positive attitude, lead, and facilitate change and model professionalism.
• Develop a 'customer delight' oriented approach within operations.
• Operate with solutions oriented approach and drive the same within teams.
• Participate in hiring and interviewing process as required.
• Identify & orient high-potential talent within spans and in various programs executed at the site.
• Helps team members maintain work-life balance and encourage/promote physical/mental wellbeing.
• Performs additional responsibilities as needed.
Desired Qualifications
• Bachelors degree preferred.
• At least 1+ years of experience in a production or service-oriented environment with a minimum of 1 years of experience in a leadership position.
• Prior experience of managing team leaders is a must.
• Experience of managing team(s) in a design environment will be an advantage.
• Good in English & able to understand & converse in Hindi.
• Should have hands-on experience with Performance management, people management, decision-making, leadership
(ref:iimjobs.com
