Location: Panjim, Goa
Eligibility:
Post graduate degree/diploma, certifications in Six Sigma or Project Management will be an added
advantage. MBA will be preferred
Analytical mindset with advanced MS Office (Outlook, Word, Excel, PowerPoint) skills is required
Must possess superior organizational , communication, customer service, and management skills
Superior written and verbal communication skills
Ability to drive significant change as per business requirements while coaching and developing the
teams
Big picture thinking
Demonstrated ability to improve culture with good understanding of the ODL Business Support
Services business
Must be a constant learner and excellent team player
Strong desire to exceed expectations
Must possess attention to detail and good problem solving skills
Key Responsibilities:
Project & Client Management
Responsible for managing operations (6-8 customers/projects) seamlessly with timely SLA delivery
along with maintaining high levels of employee engagement and customer satisfaction
Establish & Manage Relationships / Engagement with customers
Responsible for following agreed governance model, escalation & communication plan
Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
Taking weekly and monthly calls with clients to understand the expectations from the teams and
providing updates
Ensure that all compliance & audit related issues are brought to closure as per agreed timelines
Identify and drive continuous improvement initiatives
To be the Key contact for all problems and queries for all internal and external customers
Working with MIS closely – Forecasting future volumes and average handle times to arrive at a capacity plan. Proactively identify staffing gaps
Conduct analysis and prepare analytics/reports based on requirement (internal and client)
Must understand concept of Stakeholder management
People and Performance Management
Organize resources, sets goals, strategize with management and client on a short and long term basis
Performance management: target setting, review against target, performance monitoring, coaching
and training as required
Meeting the administrative requirements and adherence to the HR /other company policies (leave
management, attendance, floor discipline, etc.)
Maintain a close communication /interaction with the team members in a consistent and meaningful manner to ensure that the attrition is under control on a consistent basis
To ensure contingencies are in place to maintain business continuity with minimal disruption in times of annual leave/sick leave/study leave/attrition/promotion/movement
Coach & mentor Team leads/Managers and create a healthy pipeline of future leaders
Collaborate with internal teams and BPO managers
Job requirements:
- Minimum 2 years’ experience as an Operations Manager / Asst. Operations Manager
- Must have experience in handling multiple processes and Team Leads for these processes.
- Structuring and overseeing KPIs and performance management of all members in a BPO industry.
- Client Management Skills – International Clients
- Excellent English Communication
Working hours – UK Shifts
Salary Package – Rs. 5,40,000/- to Rs. 8,40,000/- per annum
zionhrconsultancy.com 