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Senior Manager - Operations

First source
6 Openings • Deadline 02 Jan 2022
About the job

Key Roles and Responsibilities:

Operational:

  • Assists and supports the DGM- Operations in planning, organizing, executing and
  • achievement of production goals and targets.
  • Provides necessary inputs to the Operations Head on bandwidth, connectivity,
  • database functionality and reporting.
  • Responsible for optimal/ cost effective scheduling and smooth running of the
  • production shifts.
  • Schedules periodic meetings with the team and QA team to review performance, audit reports and discuss any corrective measures needed/ initiated because of any
  •  
  • Implement Process Improvements, coordinate with the Quality improvement team to build effective audit mechanisms & procedures to improve the overall service quality.
  • Implement productivity improvement through Six Sigma Techniques (Quality).
  • Maintain staffing and scheduling of department personnel to provide quick response to customer calls.
  • Actively involve self towards building a culture conducive for employee
  •  
  • Develops and guides the work structure and workflow, studies and standardizes
  • procedures to improve efficiency and effectiveness of operations, assigns duties and examines work for accuracy, and conformance to policies and procedures.
  • Supervises and coordinates the activities of Assistant Managers and Team Leaders to
  • ensure prompt, courteous and accurate response to customers; ensure an efficient and
  • qualitative operation through effective planning, leading, controlling and organizing.

 

Key Performance Indicators:

  • Individual and team KPI’s metrics
  • Customer Satisfaction
  • Employee Engagement and Talent Development
  • Business Transformation

Experience

Critical:

  • Graduate in any discipline
  • Overall 10 plus years in the industry & 4-6 years experience in a Managerial role
  • Excellent knowledge of MS Office and especially 'Excel'.

Highly Desirable:

  • Experience in Web -chat process will be an added advantage
  • Experience in Managing total span of 125 – 150 FTE’s
Qualifications
  • MBA/PGDM
  • (Equivalent profile accepted)
Skills Required

Operations

Missing any skill? Learn it now

Fulfillment Required
Yes
Job Type

FullTime

Job Location

Bangalore, Chennai

Work Experience

10-12 years

Salary

Rs. 12-15 Lacs

Functional Area

ITES/ BPO/ KPO/ LPO/ Customer Service/ Operations

Industry Type

Other

Published On

02 Dec 2021

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