Operations Manager

Position - Manager - Operations
Job Location – Pune
Working Days – 6
Days working (Day Shift Process)
Process – BFSI And Telecom Process
Salary:- 05 Lacks to 10 Lacks/ Annual
Experience - Min 1 year as an Manager or 4+ as an Asst. Manager
Graduation is mandate from any Govt. Recognized University
Must be from Inbound Customer Service - Voice - Inbound B/G
Skills/Capabilities:-
- Experience of managing a big team size, ability to work in an environment of multiple priorities and conflicting deadlines
- Customer service focus, Strong people management and leadership skills
- Ability to assess staff strengths and developmental needs and deliver motivating feedback to have staff thrive and grow
- Ability to build strong relationships with others across business and technical communities.
- Process improvement experience using a methodology
- Accomplishments in process optimization, operations management, and client servicing & team management with key focus on cost control, revenue maximization, and strategic planning & change management
- Proven skills in managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.
- An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities. Possess a flexible & detail oriented attitude
- Established good track record in attrition control and mapping, align staffing as per volume forecast and hiring nos

Responsibilities :
- SLA & KRA Performance Management
- Manage workflow and resources to consistently meet our service standards even under pressure situations
- Provide support on escalated cases and Handles service recovery situations
- Participates on process improvement initiatives for business units
- Lead small departmental projects or initiatives that support departmental goals
- Help staff assess their career objectives and developmental needs in achieving those objectives
- Develop contingency strategies and plans for staffing changes
- Identify causes for non-achievement of SLAs, develop solutions and execute the same
- Employee engagement plans for improved Retention
- Establishing Governance Model
- Manages FTE- s, SME, TL and AM, Manager levels based on budget requirements & direction provided by Leadership team
- Create an environment of innovation and creativity that leads to continual process and service improvements
- Develop team's capability by completing quality/accuracy checks, giving performance feedback to employees to increase -team capabilities and production levels.
- Publish weekly revenue flash highlighting Rev loss if any & Action Plan
- Controlling budget on Incentive, Transport, Employee Engagement;
- Develop models on Incentive structure for R&R.
- Basic Understanding of Process P&L
- Resource Planning