Role: Manager, Operations III

Main Responsibilities and Duties

1. Operations Management

   • Ensures client-set performance metrics are met or exceeded:
     • Scorecard (Client)
     • Quality
     • Adherence
     • Turn Times
     • Throughput
   • Supervises and analyzes reports and staffing patterns to meet service levels.
   • Leads Focus Group Discussions (FGDs) to address employee concerns.

2. Account and Financial Oversight

   • Ensures internal metrics are met:
     • Manpower Utilization
     • Attrition
     • Production (hours)
   • Forecasts revenue and spending to meet EBIT goals.
   • Manages productivity reports and cost statistics.
   • Communicates directly with US-based Vendor Management Offices.

3. Communication and Escalations

   • Organizes and attends conference calls.
   • Uses email, chat, SMS for updates and feedback.
   • Oversees operational escalations and performance updates.

4. Strategic Analysis and Action Planning

   • Identifies operational gaps and defines improvement plans.
   • Develops and implements strategic workflows and action plans.

5. Leadership and Talent Development

   • Raises concerns and suggestions to ManCom during weekly meetings.
   • Identifies and develops key personnel.
   • Provides timely feedback and coaching.
   • Recommends and organizes training programs.

6. Leadership Gap Management

   • Identifies leadership gaps and creates development plans.
   • Forecasts training needs to meet FTE goals.

7. Employee Engagement

   • Develops programs to enhance motivation and maintain a positive work environment.

8. Team Communication

   • Leads initiatives to improve communication and drive performance.

Qualifications

• Education: Bachelor’s Degree in any field or equivalent experience.
• Experience: At least 5 years in call center operations, with 2–4 years in a supervisory or managerial role.
• Certifications: Six Sigma certified, HRIS management.

Skills and Competencies

• Project Management: Planning, execution, and oversight using tools like milestones, scheduling, budgeting, and contingency planning.
• Business Software Applications:
  • Basic: MS Word, PowerPoint, Excel, Outlook
  • Advanced: Excel (Macros, VB, Pivoting, VLOOKUP, Graphs), Linux, PHP, .NET, SQL, GUI
• Management Communication: Ensuring effective information flow.
• Problem Solving: Identifying and resolving issues using various tools.
• Cost-Benefit Analysis: Evaluating organizational activities using cost accounting and assessment tools.