Operations Manager

Key Responsibilities

• Communicate fluently in English and Hindi
• Manage rostering and manpower planning efficiently
• Act as the primary contact point for client interactions
• Achieve KPIs as outlined in the SOP
• Use Excel and PowerPoint for reporting and presentation tasks
• Represent the department during client meetings and reviews
• Identify process gaps and collaborate with the concerned teams for resolution
• Make prompt decisions based on operational situations
• Oversee client reporting and ensure timely sharing of all required reports
• Confidently address and guide large groups of team members
• Diagnose problem areas, implement action plans, and follow through for resolution
• Motivate team members and ensure attrition remains within limits
• Adapt to 24x7 shift operations including rotational week-offs and working on public holidays
• Maintain key metrics such as SL, AL, and Abnd within defined thresholds
• Conduct structured reviews with Team Leaders and agents on a daily, weekly, and monthly basis