Operations Manager//BPO//Chat Process

Top BPO in Bangalore

Hiring for Operations Manager

Domestic Chat Process

Must be a Manager on Papers in BPO

CTC UPTO 14LPA

Must have Experience in Chat Process in BPO

Strong in Operations Matrices

Essential 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

 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

Candidate 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 managing chat operations (Preferably for travel or banking process

 Minimum 1 year exp 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

Qualification: Graduate

Incase Interested then mail your cv at simmi@hiresquad.in