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Manager Operations
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- Posted 19 hours ago
- Be among the first 10 applicants
Job Description
About Us
As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel's 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall.
Job Summary
- Compliance ,Controlling shrinkage & Attrion ,Grooming , Revenue generation , for end to end functioning of the team
- Running day to day operational activities like Performance Management, Rewards & Recognition, Coaching & Feedback (Including people development)
- Proper understanding of issues and concern, followed by appropriate action through Team meetings and Regular one to ones with the Direct repartees
- Ensured the entire team adheres to the audit requirements not restricted to compliance of process procedures ,Business Process improvement , SLA Management , Client Coordination , Client Management ,Team Motivation ,Scheduling & Forecasting , Floor Adherence
- Managed third party vendor relationship and service level agreement to ensure quality customer service
- Administered all policies and procedures to effectively run a successful business
- Handling People and Process issues in professional way to ensure 100 % employee satisfaction
Primary Job Responsibilities
- Conducting Performance Reviews and Coaching for team members
- Good to have experience in WBR & MBR
- Weekly client interaction
- Quality and Training
- Team management / Performance evaluation
- Process Improvement / Compliance
- Identify and drive continuous improvements and initiatives in process
- Compliance ,Controlling shrinkage & Attrion ,Grooming , Revenue generation , for end to end functioning of the team
- Key KPIs include Service Levels, NPS/CSAT and Quality Assurance
- People Metrics - Shrinkage and Attrition
- Responsible for operations delivery for the customer service process for the largest
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Key Skills
About Company
Skills:
lean methodology , Problem Solving, Operational Health and Safety Management, Continuous Improvement, Total Productive Maintenance, Manufacturing Operational Performance, Automation Integration, Manufacturing Process Optimization
Skills:
Industrial Engineering, Contract Manufacturing Management, Demand Forecasting, Capacity planning methodologies, Manufacturing Operations, Operational performance metrics, Supply Chain, Operations Program Management, NPI launches, Production ramp-ups
Skills:
Advanced Excel, Partner Marketing Co-Marketing Program Management, Marketing Operations Reporting Performance Analytics, Process Automation using Microsoft Power Platform Copilot and Power Automate, MDF Marketing Development Fund Planning Tracking ROI Measurement, Campaign Performance Management and Demand Generation Reporting, Stakeholder Management Cross-Functional Program Coordination, Power BI Dashboarding Business Insights, Project Management and Operational Governance
Skills:
performance metrics, process improvement, lean techniques, performance management
Skills:
Trade lifecycle processes, Process improvement, Documentation, Operational Risk Management, Derivatives Operations, Derivative Confirmations, Technology-driven initiatives, FINRA Series 99 certification, operational transformation, Industry standards, ISDA documentation, OTC Derivative products, Regulatory Requirements, Settlements