Operations Manager

Gratitude Inc

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2 months ago

Operations Manager

5-10 Year(s)

Chennai, Indore

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Job Description

Key Skills

Ability to monitor KPIs, analyze performance data, identify trends, and drive performance improvements.

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Responsibilities

Performance & 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 & Individual Development:

Support the overall performance of the team and actively foster the professional growth and development of individual team members.
Monitor individual and team performance metrics, provide timely and constructive feedback, and develop actionable performance improvement and development plans.
Identify and facilitate opportunities for individual team members to enhance their skills, knowledge, and competencies through training, mentorship, or project assignments.

Daily Operations & Improvement:

Lead effective daily team meetings to provide important updates, facilitate open communication, encourage collaboration, and align on daily priorities.
Plan and forecast staffing needs accurately, efficiently allocate resources (personnel, tools, etc.), and optimize schedules to ensure adequate coverage and workload balance.
Oversee daily operational workflows, proactively identify and resolve any immediate operational issues or roadblocks, and ensure smooth and consistent day-to-day operations.
Escalate any significant issues or risks to the Account Manager.

SKILLS

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 and ability to ensure adherence to KPIs, compliance standards, and communication protocols.
Commitment to supporting the professional growth of individual team members through feedback and development plans.
Proactive approach to identifying and implementing improvements in operational processes.

Role

Business Development Manager

Timings

Flexible (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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