Operations Manager Top MNC B.P.O./B.P.S. Indore
Gratitude IncOperations Manager Top MNC B.P.O./B.P.S. Indore
Job Description
Key Skills
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Role/Skill: Operations Manager
Location: Chennai/Indore
Min years of experience: 5 years
Band: BPO 5
24/7 Coverage: Yes
Relevant Google Product Experience: Mandatory
Contractual Services: Operations Management Services
Google Product Certification: Not Required but preferred
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 & 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 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.
**Relevant Google Product Experience is Mandatory**
**PAN and DOB is required to create employee profile in the database**
**Graduation is compulsory**
**Former and/or current TCS/Tata employee is not accepted**
Role
Operations 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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