Assistant/Operations Manager

Location: Panjim, Goa


 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
 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

Are you interested in this role? Well then! What are you waiting for? Fill out the form below and we will reach out to you to get your CV.

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