Responsible for the day to day management of multi-site teams, multiple functions, and multiple shifts for operations. Key to this role is delivering the needs of the Business partners by ensuring the day-to-day operations are met.
1. SLA & KRA Performance Management
2. Manage workflow and resources to consistently meet our service standards even under pressure situations
3. Provide support on escalated cases and Handles service recovery situations
4. Participates on process improvement initiatives for business units
5. Lead small departmental projects or initiatives that support departmental goals
6. Help staff assess their career objectives and developmental needs in achieving those objectives
7. Develop contingency strategies and plans for staffing changes
8. Identify causes for non-achievement of SLAs, develop solutions and execute the same
9. Employee engagement plans for improved Retention
10. Establishing Governance Model
11. Manages FTE- s, SME, TL and AM, levels based on budget requirements & direction provided by Leadership team
12. Create an environment of innovation and creativity that leads to continual process and service improvements
13. Develop team's capability by completing quality/accuracy checks, giving performance feedback to employees to increase -team capabilities and production levels.
15. Publish weekly revenue flash highlighting Rev loss if any & Action Plan
16. Controlling budget on Incentive, Transport, Employee Engagement;
17. Develop models on Incentive structure for R&R.
18. Basic Understanding of Process P&L
19. Resource Planning
20. Lead and inspire multiple teams under severe constraints
21. Capacity Utilization - trends, attrition, projected ramp-ups, metrics
22. WFM Management - Service Level; Work Prioritization Strategies, Productivity (Reducing Shrinkages & tracking AHT)
23. Client Interface
24. Builds strong relationship with business unit leaders
25. Daily touch points with onshore partners on key performance areas
Interested Candidates can send their CV at email@example.com.
Salary: Not Disclosed by Recruiter
Industry: Facility Management
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Operations
Role: Operations Manager
Employment Type: Permanent Job, Full Time