Manager Operations Chandigarh/ Chennai 2coms

Job Description

Role and key 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 targets

• 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

• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

• Attend business reviews with the client

• Handle a team of team leaders

• Minimum 2 years of experience as an Operations manager

Desired Skills

• Must be a graduate

• Strong verbal and written communication skills

• Experience of working with Voice or chat or both

• Good Presentation skills

• Thorough knowledge of MS office/ back office

• Excellent facilitation skills, people management skills.
• Experience in direct Client interaction will be an additional advantage.
• Should have handled bigger spans of agents ,TLs, AMs etc.

Education: -

• Graduate in any discipline is essential

Requirements
Shifts- US Shift ** Full US payroll Cycle ** Salary Calc, salary discrepancies, time mgmt. ** Good Comms ** Team mgmt. ** Global Clients