Operations Manager
- IntouchCX
- 5 - 10 years
- Hyderabad
- 9 months ago
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Job Description
About the JobWere searching for an Operations Manager to direct and manage all operational activities for certain programs while contributing to the campuss overall strategic direction. This role will execute day-to-day operational activities including managing Key Performance Indicators (KPIs), managing Service Levels and coaching and recruiting Team Leaders.As Operations Manager, You WillEnsure proper planning, staffing and direction of the operational functionsManage and supervise teamsEnsure proficient training, professional development and employee engagement to prepare, grow and retain employeesManage operational performance to meet KPI targets and Service Level Agreements through optimum quality and serviceAnalyze various reports and statistical data to measure production levels and identify root causes for underperforming areas Develop customized reporting to measure and track operational statistics, data and resultsDevelop solutions to improve business performance and partner successUse analytics, investigation and reasoning to quickly develop solutions for ad hoc issuesMotivate teams through relationship building and real-time coachingDevelop and deploy incentive programs to motivate employees to achieve desired outcomesAuthorize and coordinate changes in staffing schedules by collaborating with the Operations Support Team and/or Workforce Management TeamCollaborate with other departments within the organization (HR, IT, etc) to resolve issues Bring in-depth operational knowledge and a thoughtful point of view when participating in partner meetingsAs Operations Manager, You HaveCompletion of post-secondary education (a major in Business or Commerce will be considered an asset)A minimum of 5 years of experience in the contact center industry At least 3 years of experience in an Operations Management role overseeing front-line employeesExperience in client relationship management and employee development/coachingExperience dealing with escalated issues in a contact center capacityThe ability to successfully work across cross-functional teamsA positive work ethic and commitment to achieve the best possible outcomes The passion to be a role model that exemplifies our 10 Things (cultural values) Possess exceptional time management, organizational and prioritization skills to complete work in a timely mannerExcellent communication skills; listening, verbal and writtenAbility to assess the big picture and draw connections between inputs and outputsPossess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations Ability to use spreadsheet applications to maintain and develop operational and financial data reportingAbility to type 30 WPM with accuracyAbility to work both independently and in a team setting within a fast-paced, entrepreneurial environmentStrong knowledge of Google Suite (Sheets, Slides, Docs, Drive) preferredJob Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad+ View Contact
Keyskills: operations management training google suite client relationship management operational activities relationship building production business development workforce management sales authorization employee engagement coaching retention statistics
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