Operations Manager

Overview

Coach and supervise a group of Team Leaders while ensuring Client Service Level Agreements and financial expectations are achieved.

What you'll do

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short term financial projects (e.g. data collection for billable/non-billable hours, forecasting, budgeting)
• Select, train, develop and manage performance of direct reports and their associates, including planning and assigning work in accordance with organization policies and applicable legal requirements
• Manage and review operational reports (attendance adherence, PFP, client scorecard, metrics management reports)
• Create and maximize relationships with client partners
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement corrective actions needed to meet operational performance
• Conduct regular one-on-ones with direct reports to review individual and team performance and offer ongoing developmental coaching
• Create a positive work environment through employee engagement; resolve employee relations issues in a professional and timely manner
• Participate in cross-functional meetings with Training, HR, Quality, WFM and TA, and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs with input from BD and the client, and make adjustments to meet changing requirements
• Attend business reviews with the client
• Handle a team of Team Leaders

What you'll need

• Associate's Degree in a related field with more than seven years of experience, including at least two years of progressive management experience
• Demonstrated ability to coach and develop action plans that maximize performance, and provide effective feedback
• Demonstrated ability to analyze and improve work processes and establish a course of action for self and others to accomplish a specific goal
• Ability to work well under pressure and follow through on items to completion while maintaining a professional demeanor
• Excellent written and verbal communication skills; ability to effectively present information to internal and external associates
• Demonstrated ability to organize and prioritize projects in a fast-paced, deadline-oriented business environment
• Demonstrated ability to mentor, coach and provide direction to a team of employees

Nice to have

• Call center experience

Details

• Location: Gurugram, India (2nd, 3rd and 4th floors, RMZ Infinity)
• Full-time
• Willingness to work a flexible schedule