Operations Manager - Voice Process

Operations Manager

Job description

Role and Responsibilities:

- Experience in Voice Process

- The person would be responsible for end-to-end delivery and client interactions for the project

- End to end ownership of all contractual qualitative deliverable across multiple programs

- Ownership for Quality - delivery of the process, works closely with the other functional areas like Program Management, Operation, Training, HR, WFM to ensure smooth operation & service delivery which ranges from client set Qualitative KPIs

- Identifying process issues and taking corrective action

- Should have handled client interaction

- Excellent communication skills

- The candidate should also have excellent problem-solving capabilities and lateral thinking skills

- Closely monitoring daily productivity against the defined Service Level standards

- Perform regular audit checks on client defined compliance requirements

- Analyze and generate reports for team performance on processes

- Excellent Presentation skills are mandatory

- Develop a continuous learning process for the team

- Review /audit transactions performed by the team

- Supervise and support team members to ensure that delivery is consistent with or exceeds

- Conduct Regular Performance Reviews for continuous improvements

- Responsible for resource management and Attrition of the project

Applicants Specifications & Qualification:

- Ability to handle pressure and a natural go getter

- Knowledge of operational process, logical thinking, reporting and analysis

- Ability to work within challenging environment within timelines

- Excellent hands-on skills to get into the process deeply & ability to identify the gaps and suggest improvement plans to internal customers

- To create a conducive and stimulating environment for the teams to accomplish their goals

- Manage expectations of team members and proactively should sense their needs

- Should come with innovative ideas for process betterment

- Ability to drive process, performance, and transformation

- Able to guide the team by implementing best practices and always lead-by-example