Operations Manager
Operations Manager
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Job Description
Job Title: Manager Operations (BPO)
Location: Lucknow
Department: Operations
Reports To: Director of Operations / VP of Operations
Job Summary: The Manager of Operations is responsible for overseeing and managing the daytoday operations of a BPO unit. This role involves ensuring efficient service delivery meeting client requirements managing team performance and driving continuous improvement in processes. The Manager of Operations will collaborate with crossfunctional teams to optimize operations and enhance customer satisfaction.
Key Responsibilities:
- Operations Management:
- Oversee daily operations to ensure service delivery standards are met.
- Monitor KPIs and performance metrics to ensure alignment with client expectations and business objectives.
- Develop and implement operational strategies to improve productivity and quality.
- Team Leadership:
- Lead motivate and manage a team of supervisors and agents to achieve performance goals.
- Conduct regular performance evaluations and provide feedback and coaching to team members.
- Foster a positive and collaborative work environment.
- Client Relationship Management:
- Act as the primary point of contact for clients addressing their needs and ensuring satisfaction.
- Regularly communicate with clients to provide updates resolve issues and gather feedback.
- Process Improvement:
- Identify areas for process improvement and implement solutions to enhance efficiency and quality.
- Develop and maintain standard operating procedures (SOPs) for all processes within the unit.
- Compliance and Quality Assurance:
- Ensure all operations comply with company policies industry standards and regulatory requirements.
- Conduct regular audits and quality checks to maintain high service standards.
- Financial Management:
- Manage the operational budget and ensure costeffective operations.
- Monitor expenses and implement costsaving measures where possible.
- Reporting and Analytics:
- Prepare and present regular reports on operational performance including KPIs and financial metrics.
- Use data and analytics to make informed decisions and drive operational improvements.
Qualifications:
- Bachelors degree in Business Administration Operations Management or a related field.
- Minimum of 57 years of experience in BPO operations with at least 23 years in a managerial role.
- Strong leadership and people management skills.
- Excellent communication and interpersonal skills.
- Proven ability to manage multiple priorities and meet deadlines.
- Experience with process improvement methodologies such as Lean or Six Sigma is a plus.
- Proficiency in using operational management software and tools.
Preferred Skills:
- Experience in handling international clients.
- Strong analytical and problemsolving skills.
- Ability to adapt to a fastpaced and dynamic environment.
- Strong organizational and time management skills.
Working Conditions:
- This role may require working in shifts to accommodate global clients.
- The position is primarily officebased but may require travel to client sites as needed.
Compensation:
- Competitive salary based on experience and qualifications.
- Performancebased incentives and benefits.
How to Apply:
Interested candidates should submit their resume and a cover letter detailing their experience and suitability for the role to Email
Candidates Also Visitour office AtNaukri HunterZeevika ConsultancyGrplindiaSahara Shopping Centre Ground Floor Office No 127 Near Lekhraj Market Metro Station Gate No 3 Lucknow
For More Details kindly follow This Channel https://whatsapp/channel/0029VahDCJOGehEGJuyd6O1I
Required Experience:
Manager
Employment Type
Full-Time
