Job Title : Operations Manager – Operations Management Services

Job Description

We are looking for an experienced Operations Manager with 5–10 years of relevant experience and mandatory Google Product Experience to manage day-to-day operations, drive team performance, ensure compliance, and deliver operational excellence. The role involves monitoring KPIs, analyzing performance data, managing resources and staffing, resolving operational issues, and ensuring adherence to established processes and compliance standards.

The Operations Manager will provide leadership, coaching, and constructive feedback to team members while supporting their professional development through training, mentorship, and performance improvement plans. The role also requires conducting effective daily team meetings, maintaining clear communication with stakeholders, proactively identifying process improvement opportunities, and escalating significant issues or risks to the Account Manager.

Key Responsibilities

Monitor and ensure adherence to KPIs and compliance standards.
Lead, motivate, and coach the team to achieve performance objectives.
Analyze performance data, identify trends, strengths, and development areas.
Establish clear and consistent communication protocols across the team and stakeholders.
Monitor individual and team performance and provide timely, constructive feedback.
Develop and implement performance improvement and development plans.
Identify opportunities for team members to enhance their skills through training, mentoring, and project assignments.
Conduct effective daily team meetings and align the team on priorities and operational updates.
Plan and forecast staffing requirements and allocate resources efficiently.
Optimize schedules to maintain adequate coverage and workload balance.
Oversee daily operational workflows and resolve immediate operational issues or roadblocks.
Proactively identify and implement operational process improvements.
Escalate significant operational issues and risks to the Account Manager.

Required Skills

KPI monitoring and performance analysis
Team leadership, motivation, and coaching
Operations and resource management
Compliance and process governance
Performance improvement and development planning
Staffing and workforce planning
Operational problem-solving
Process improvement
Strong communication and stakeholder management
Relevant Google Product Experience – Mandatory

Eligibility

Ex-TCS employees cannot apply.
PAN and DOB are required for profile creation.

Role

Operations Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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