Operations Manager

Gratitude Inc

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3 weeks ago

Operations Manager

5-26 Year(s)

Gurugram (Gurugram, Sector 32)

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Job Description

Key Skills

BPO Skills BPO Operations BPO Operation manager KPI Leadership skills, takes initiative, self-starter, critical thinking and a problem solver Strong analytical and Excel/Google Sheets skills. Ability to monitor KPIs, analyze performance data, identify trends, and drive performance improvements.

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Job Title: Operations Manager
Job ID: 409130
Location: Gurgaon, India
Work Setup: Onsite
Work Schedule: 24/7 Coverage
Employment Type: Contractual Services - Operations Management Services
Experience: 5+ Years
Band: BPO 5
Education: Graduation Compulsory

Role Overview:
We are looking for an Operations Manager with mandatory relevant Google Product experience to lead operations and drive performance, compliance, and team development for a Google account.

Key Responsibilities:

Performance and Compliance Governance
- Ensure adherence to key performance indicators and compliance standards
- Provide leadership and coaching to the team to drive performance
- Analyze performance data to identify strengths and areas for development
- Establish and maintain clear and consistent communication protocols across the team and with relevant stakeholders

Team and Individual Development
- Support overall team performance and foster professional growth of individual team members
- Monitor individual and team performance metrics, provide timely and constructive feedback
- Develop actionable performance improvement and development plans
- Identify and facilitate opportunities for skill enhancement through training, mentorship, or project assignments

Daily Operations and Improvement
- Lead effective daily team meetings to provide updates, facilitate communication, and align on priorities
- Plan and forecast staffing needs, allocate resources, and optimize schedules for coverage and workload balance
- Oversee daily operational workflows and proactively resolve operational issues or roadblocks
- Ensure smooth and consistent day-to-day operations
- Escalate any significant issues or risks to the Account Manager

Required Skills and Competencies:
- Ability to monitor KPIs, analyze performance data, identify trends, and drive performance improvements
- Proven ability to lead, motivate, and coach a team to achieve performance goals
- Skill in planning daily operations, managing resources, and ensuring adherence to compliance standards
- Strong understanding of KPIs, compliance standards, and communication protocols
- Commitment to supporting professional growth through feedback and development plans
- Proactive approach to identifying and implementing improvements in operational processes
- Relevant Google Product Experience: Mandatory
- Google Product Certification: Not required but preferred

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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Norman Bogonko

Recruiter - Gratitude Inc

NA, kenya

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