Operations Manager - Contact Centre

POSITION: - Project Manager Operations

LOCATION: - Chennai, India

JOB PROFILE:-

SLA Management

Manage performance of the team

Deliver on SLA commitments based on the contract

Meet and exceed customer satisfaction goals

Daily / Weekly / Monthly / Quarterly Reporting of SLA performance

Proactive management of business / operations trends

Forecasting business volume, capacity planning

Formulate continuous improvement plan

Client Management

Ensure client satisfaction in alignment with 100 Referenceable customers

Weekly / Monthly / Quarterly operations and business review with stakeholders.

Set and Manage client expectations

Identify potential new business opportunities

To take complete ownership of the cases and to take feedback on negative surveys

To handle deviations and carry out risk analysis

Quality Management

Create and improve process guidelines and framework.

Drive adherence and compliance to organizational / quality standards

Formulate action plans for consistent service delivery quality

Create preventive / corrective action plans on Customer or Client comments / feedback

Operations Management

Set and review KRAs for the team, align their goals to the overall objectives of the organization / client

Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders

Capacity / Resource planning and management

Liaison with cross functions across the organization addressing the needs of the team members

To own corporate initiatives aimed at operational improvement (SIP/ Best practices/ Audit documentation etc)

Business Continuity planning and Risk management

Skill development

Address skill gaps in Product / Process / Technology / Communication

Mentor Leads & Managers

Plan Relevant training programs working with respective groups

Project Revenue and cost management:

To manage revenue and cost drivers

Operate on planned budget

Working with internal / client teams on Invoicing, AR and PO

Prepare monthly / quarterly revenue / margin projections

Resource planning (People / IT)

DESIRED PROFILE: Primary Skills:

Operations Management

People Management

Excellent Communication

Experience in Technology - Telecommunication/Networking Industry

Additional Skills:

Visioning

Identification and Talent development

Risk Taking

Change Management

Business and Organization Drivers

Strategic thinking and planning

Managing resources (Human, Technical and Financial)

Decision Making and Problem solving

Industry Knowledge

Conflict Management

Team Building

Influencing Skills

Self Development

Self Knowledge and Development

Learn Continuously

Flexibility

• YEARS OF EXPERIENCE: 10-12 Years of experience in the IT / ITES sector preferably from technology support background.