Operations Manager II

Job description

• Manage a team of 100 Ops resources which includes Sr
• TLs, TLs, SMEs Agents Understand the complete process and its SLA, KPI, AHT, Capacity calculation Ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control) that may be implemented from time to time to improve efficiency
• Build, maintain, communicate and present detailed reporting, findings and insights to leadership and clients
• Derive performance by coaching, motivating and driving discipline
• Manage Noiseless and Transparent operations
• Manage Service delivery ensuring that client targets exceed expectations, month on month
• Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs
• Develop and implement improvement plans to close performance gaps
• Responsible for overall performance of the team in terms of productivity and Quality
• Conduct sessions with the team to discuss achievements, targets and the plan to meet the targets
• Facilitate development of the team members
• Review process and people metrics periodically with internal management and clients
• Interact with the client partners to understand their concerns and take necessary steps to resolve them effectively
• Client Experience improvement
• Communicate effectively with the client to resolve issues and disseminate updates on the floor
• Effective performance planning for self and team; time management and skill to self-organize
• Ability to achieve stretch targets and take decisions as well as manage complex/ difficult employee situations Handle escalations for the team Be the Single point of contact for all non-ops departments and identify, evaluate coordinate operational, Admin, IT and HR issues Timely closure of all processes and other requirements for self and Team
• To lead a team's available resources in order to deliver a quality service to customers in line with agreed service standards Quality Improvement Initiatives (Six Sigma / Lean) Process Tool (Automation) improvement ideas to be shared with clients and leaderships Ensure feedback for the process/Continuous Process improvement
• Teams Career Planning/manage team performance expectations
• Evaluation of operational practices and procedures
• Participate in client and calibration calls Should meet self-productivity target month on month financial planning and continuous improvement in Revenue

Desired skills:

• Motivated individual with skills to develop and coach team of Trainers to achieve performance expectations Strong communication skills Demonstrated ability to work with leadership and clients
• Multi-tasking, prioritization, and meeting timelines of deliverables
• Work well under pressure and follow through on items to completion while maintaining professional demeanor ability to mentor, coach and provide direction to team members Willingness to work in a flexible schedule Client Management, Service Delivery People Management
• Presentation skills (Power Point Google Slide Presentation) Good knowledge about current affairs (Global News, Trends on social media) and awareness about the sensitive events (Example: Wars, Attacks)
• Content moderation experience: Social Media guidelines policies Experience in AdWords, User content engagement, social media
• Video platforms content review will add advantage good communication skills and have good hands-on MS Office products
• Good knowledge about the functionality of Google Tools like: Slides, Spreadsheet, Word, SQL/PLX Dashboard, Google Analytical tools