Operations Manager - International BPO (Technical...
Published date: 2024/01/10
- Location: Chennai, Tamil Nadu, India
LOOKING FOR OPERATIONAL MANAGER WITH EXPERIENCE IN INTERNATIONAL BPO HANDLING IN ENTERPRISE SUPPORT OR TECH SUPPORT.
TOP SKILLSET REQUIRED:
• PEOPLE MANAGEMENT
• PERFORMANCE EVALUATION/MANAGEMENT
• CSAT/DSAT - CUSTOMERS REVIEW
• BACKLOGS MANAGMENT
Job Description:
Role: TAC - Project Manager/Operational Manager
Job location: Chennai (Work From Office)
Experience required: 9 years and above.
SLA Management:
Manage performance of the team
Deliver on SLA commitments based on the contract
Meet and exceed customer satisfaction goals
Daily / Weekly / Monthly / Quarterly Reporting of SLA performance
Formulate continuous improvement plan
Client Management:
Weekly / Monthly / Quarterly operations review with stakeholders.
Set and Manage client expectations
To take complete ownership of the cases and drive improvement plan on negative surveys feedback
To handle deviations and carry out risk analysis
Operations Management:
Set and review KRAs for the team, align their goals to the overall objectives of the organization / client
Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders
Capacity / Resource planning and management
Liaison with cross functions across the organization addressing the needs of the team members
Business Continuity planning and Risk management
Skill development:
Address skill gaps in Product / Process / Technology / Communication
Mentor Leads & Engineers
Plan Relevant training programs working with respective groups
Career progression and succession planning for the team.
Primary Skills:
Strong operation and leadership skills.
Good communication, negotiation and conflict resolution capabilities.
Monitors program components relationships and dependencies, as well as overall integration and risks mitigation and issues resolution
Knowledge of Project Management methodology, tools and techniques.
Span of Control:
2-3 Tech Leads handling a team size ranging between 20 -30 engineers
TOP SKILLSET REQUIRED:
• PEOPLE MANAGEMENT
• PERFORMANCE EVALUATION/MANAGEMENT
• CSAT/DSAT - CUSTOMERS REVIEW
• BACKLOGS MANAGMENT
Job Description:
Role: TAC - Project Manager/Operational Manager
Job location: Chennai (Work From Office)
Experience required: 9 years and above.
SLA Management:
Manage performance of the team
Deliver on SLA commitments based on the contract
Meet and exceed customer satisfaction goals
Daily / Weekly / Monthly / Quarterly Reporting of SLA performance
Formulate continuous improvement plan
Client Management:
Weekly / Monthly / Quarterly operations review with stakeholders.
Set and Manage client expectations
To take complete ownership of the cases and drive improvement plan on negative surveys feedback
To handle deviations and carry out risk analysis
Operations Management:
Set and review KRAs for the team, align their goals to the overall objectives of the organization / client
Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders
Capacity / Resource planning and management
Liaison with cross functions across the organization addressing the needs of the team members
Business Continuity planning and Risk management
Skill development:
Address skill gaps in Product / Process / Technology / Communication
Mentor Leads & Engineers
Plan Relevant training programs working with respective groups
Career progression and succession planning for the team.
Primary Skills:
Strong operation and leadership skills.
Good communication, negotiation and conflict resolution capabilities.
Monitors program components relationships and dependencies, as well as overall integration and risks mitigation and issues resolution
Knowledge of Project Management methodology, tools and techniques.
Span of Control:
2-3 Tech Leads handling a team size ranging between 20 -30 engineers
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