Operations Manager | Inbound |amp| Outbound Call Center |+|10 yrs|

Operations Manager - Inbound Outbound Call center Candidates willing to relocate to Chennai and can join early with call center inbound/outbound experience only need to apply Designation : Operations Manager Reporting To : Head of Operations Role : - The Manager is a mid-level management role acting as an interface with the client to influence projects at both strategic and operational level. - The role requires strong customer service orientation with Inbound and Inbound calls - Should be able to demonstrate strong interpersonal skills and a proactive attitude. Responsibilities : Inbound/Outbound call center : - Responsible to drive the operations to meet team targets on a daily basis and achieve the goals set for the project (both quantitative and qualitative). - Ensure On time delivery of the projects and meet the SLAs set for the project. - Works towards performance improvement based on feedback received from Quality. - Look at opportunities for process improvements thereby improving the service delivery. - Achieve the financial goals set in terms of revenue targets and gross margin targets on a month on month basis. - Work on capacity planning in order to plan service delivery activities. - Liaison with all internal departments to facilitate effective service delivery - Training - Work on a training plan with the training team to improve performance Client Management : - Ensure client requirements are understood and documented. - Ensure the SOW is in place for all projects and is in line with the client expectations. - Constant connect to gauge the pulse of the client. - Any client feedback is investigated immediately and an appropriate action plan is communicated back. Ensure that all action plans agreed are closed and results documented. People management : - Mentoring and coaching the ASDMs/TLs and the project owners to handle the team effectively. - Ensure attrition and absenteeism is within control. - Formulate strategies to retain and motivate the workforce. - Design and implement incentive schemes relevant for the process. - Act as a level of escalation for people grievances. - Responsible for the career progression of team members. - Have a robust succession plan in place for key positions. Performance Management : - Set SMART goals for team members based on client SLAs. - Ensure timely completion of monthly one to one reviews. - Act as an escalation point for any disagreements or disputes. - Conduct audits and dipsticks from time to time to identify gaps in the process. - Identify areas of improvement within the team and come up with corrective and preventive action. Reporting : - Responsible for designing and maintaining accurate internal and external reports. - Ensure that the operations Project Owners review the daily/weekly/monthly reports to analyse and assess the performance of the team. - Ensure the Revenue Tracker is updated on a regular basis. Required Skills : - A solid understanding of outbound voice projects, technology and best practices - Excellent written and verbal communication skills - A management degree in Operations would be an added advantage Read more