Manager - Operations - BPO

Summary role description:

Hiring for an Operations Manager (Healthcare) for a global leading BPO service and digital solutions provider.

Company description:

Our client is a leading US Headquartered digital outsourcing company that empowers the world's most innovative companies to deliver exceptional customer experiences, drive efficiency, and growth. With a passion for innovation and a people-first approach, they leverage cutting-edge technology, AI, and machine learning and expertise to drive efficiency and growth and to solve complex business problems. They are a team like no other, providing digital CX, consulting, Trust & Safety, AI Services and more to their clients across social media, ecommerce, gaming, Hi-tech, Fin Tech and more. They partner with the world's most innovative brands to support their clients in their long-term goal and vision They were recently certified as Best Companies for Career Growth and the Best Company for Diversity having more than half their workforce as women.

Role details:

- Title / Designation: Operations Manager

- Reporting Manager: Senior Operations Manager

- Location: Gurugram

- Work Mode: Work from Office

Role & responsibilities:

- Monitor and manage daily operations to ensure high efficiency and productivity.

- Implement quality control measures and ensure adherence to quality standards.

- Develop individual & team goals and implement a plan to carry out objectives meeting the goals

- Develop and lead a team of supervisors and agents, and conduct performance reviews.

- Maintain an open line of communication between staff and senior management.

- Conduct regular meetings with clients to review performance and address concerns.

- Provide regular health and wellness counselling sessions for employees that address physical, mental, and emotional health.

- Ensure compliance with all established policies and procedures and assist the Operations Director in crafting operations procedures

Candidate requirements:

- Proven experience of minimum 5 years as an operations manager or in a similar role within an International BPO industry.

- Previous experience in healthcare domain is required

- Proven track of leading at least 70+ FTEs

- Responsible and has a good track record of meeting and delivering targets.

- Multitask and work in a fast-paced environment.

- Strong computer skills, especially in using MS Office applications and Google applications.

- Excellent verbal and written communication skills.

- Comfortable with 24-7 shift

Selection process:

- Discussion with Senior Operations Manager

- Discussion with Director

- Discussion with Vice president

- HR discussion