Operations Manager - Voice Process - BPO

About the job:Leading BPO in KolkataHiring for Operations ManagerMust be Ops Manager On papers in International BPOExperience in International Voice Process is MandatoryMust be strong in Operations MatricesOver All Experience 7 YearsMode of Interview- VirtualWork From OfficeEssential Functions/Core Responsibilities:- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed- Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)- Create and maximize relationships with client partners- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement- Attend business reviews with the client- Handle a team of team leaders, Assistant Manager, Deputy ManagersCandidate Profile:- Associate degree in related field with more than eight years of experience (with at least two years of Progressive Management Experience) preferred- Candidate should have experience in International Voice Process- Minimum 1 year Experience as Operations Manager- Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal- Work well under pressure and follow through on items to completion while maintaining professional demeanor- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment- Demonstrated ability to mentor, coach and provide direction to a team of employees- Willingness to work a flexible schedule