Operations Manager / BPO - Matt Noyce Consulting

Matt Noyce Consulting - Operations Manager

Top BPO in Kolkata, Hiring for Operations Manager

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• Domestic Banking Process
• Looking for Diversity Candidates
• Must be a tenured Deputy Manager or Manager on Papers in BPO

Job Description :

Operations Manager is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
• 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.

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Official Website :https://empoweragency.com.au