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Operation Manager

6.00 to 11.00 Years   Nagpur   20 May, 2023
ZENFINET
Job LocationNagpur
EducationNot Mentioned
SalaryRs 8 - 10 Lakh/Yr
IndustryBPO / Call Center
Functional AreaOperations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    Job Specifications Operations Manager (Only Female)Mandatory: Graduates from any stream Desirable:
    • Minimum 5-8 year of work experience in an International/Domestic Premium segment Voice/Chat Program from premium contact centers.
    • Minimum 5 year of work experience in an International/Domestic Premium segment Voice/Chat Program, with minimum of 2 years as an Assistant Manager
    • Prior experience in managing excellent customer centricity is desired
    Experience
    • Minimum of 2 years as an Operations Manager
    • Needs to be high on responsibility and ownership
    • Should have managed multiple processes and ensured delivery within timelines
    • Demonstrated ability to understand staffing, process efficiencies, and goal achievement while managing contact center cost
    • Extensive experience with telephony and workforce management software programs
    • Experience required with inbound/outbound contacts and back office preferred - experience integrating multiple channels into a service model
    • Should have exhibited excellent problem solving, critical thinking and communication skills, a detail-oriented personality, and a collaborative spirit;
    • Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities
    • A commitment to being attentive, persistent, and flexible. Also protective of the integrity and purpose of our organization
    Technical Competencies:
    • Ensure ownership for workplace (resolution of all admin, tech issues, etc.)
    • Enable people to excel through grooming and regular feedback
    • Derive valuable insights for improvement through innovation
    • Set up and sustain a robust quality and training framework within teams
    • Increase people engagement, ensure communication and feedback
    • Value Added Services /process improvement leading to business benefits
    • Ensure robust risk and compliance practices maintained
    • Participate in selection process to ensure the right talent is selected in a timely manner
    • Ensure transparency and adequate communication across all levels
    • Maintain a no surprise /nonpolitical atmosphere and take active steps to stop anyone indulging in gossip
    • Create an environment that encourages people to deliver and excel through performance management systems
    • Manage and exceed client expectations
    • Resolve and/or escalate employee grievances in a timely manner
    Soft Skills:
    • Should express excellent leadership qualities and spearhead the team.
    • Excellent English verbal communication skills enabling client expectation management
    Others
    • Customer / Partner / Client First Attitude!
    • Ensure that a smooth relationship is maintained between the company and the client
    • Appraise the client on the happenings atcompany whenever necessary
    • Deliver the data requested by the client in appropriate timings
    • Demonstrate business benefits to the clients
    • Ensure governance mechanism and adherence
    • Ensuring smooth transitions /migrations wherever there is
    • Communicate company vision, mission, and goals. Ensure complete alignment of the functional / service line teams to overall company objectives.
    • Create a work environment that nurtures and supports diversity and has an inclusive work culture
    • Ensure productive work relationships are established with all relevant internal functions
    • Ensure data confidentiality, integrity and protection of companys intellectual property
    Mandatory:
    • Adherence to company policies, rules and regulations
    • To follow quality processes thoroughly using checklist standards.
    Responsible for complying with all QMS and ISMS Policies and procedures

Keyskills :
csatinternational processqmsinternational bpobpo operationsismsinternational voice processbpo operations management

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