Operations Manager I

Role and key responsibilities:

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects
• Selecting, training, developing, and managing performance of direct reports and their associates
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards
• Conduct regular one-on-ones with direct reports to review individual performance
• Create a positive work environment through employee engagement
• Participate in cross functional meetings to review information received from operational support functions
• Implement best practices and over-deliver for clients, drive consistent performance
• Attend business reviews with the client
• Handle a team of team leaders

Key Skills and knowledge:

• Must be a graduate
• Strong verbal and written communication skills
• Experience of working with Voice or chat or both
• Good Presentation skills
• Thorough knowledge of MS office/ back office
• Excellent facilitation and people management skills
• Experience in direct Client interaction will be an additional advantage
• Should have handled bigger spans of agents, TLs, AMs etc.

Education: Graduate in any discipline is essential