Operations Manager II

Role and Key Responsibilities:

• Manage a team of ~100 Ops resources which includes Sr. TLs, TLs, SMEs Agents
• Understand the complete process and its SLA, KPI, AHT, Capacity calculation
• Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency
• Build, maintain, communicate and present detailed reporting, findings and insights to leadership and clients
• Derive performance by coaching, motivating and driving discipline
• Manage Noiseless and Transparent operations
• Manage Service delivery ensuring that client targets exceed expectations, month on month
• Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs

Desired skills:

• Highly motivated individual with skills to develop and coach team of Trainers to achieve performance expectations
• Strong communication skills
• Demonstrated ability to work with leadership and clients
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Demonstrated ability to mentor, coach and provide direction to team members
• Willingness to work in a flexible schedule
• Client Management, Service Delivery & People Management

Qualification: Graduation