Operations Manager

Requirements
– Minimum 10-15 years of prior work experience with considerable time managing and
leading BPO industry with sizeable headcount
– Proven track record of Account planning and Account management
– Should have experience in handling and managing Team Leaders / Shift managers
– Should be able to work on Flexible Timings / Night Shifts and US timings
– Should be ready to Travel when required
– Excellent communication and presentation skills
– Experience interacting with overseas clients (US/UK)
– Flair to take challenges and handle multi tasks simultaneously
– Experience of working and growing in a challenging environment

Duties
– Ensure smooth functioning of the process and compliance of SOPs
– Manage the process as per clients’ requirements and ascertain timely delivery of SLAs
– Develop Strategic & tactical plans to identify, analyze and effectively respond to client
expectations, needs and best practices
– Identify reasons for non-achievement of SLAs, develop solutions and execute them
– Ensure high level of quality. Identify root cause of continuous errors and develop
corrective action plans to mitigate in the future
– Monitor and increase productivity and measure performance of employees e.g
performance appraisals, ongoing feedback, training etc.
– Develop and implement training programs to expand the capacity of employees
– Establish and maintain appropriate systems to measure necessary aspects of
operational management and development
– Prepare and submit Daily/Weekly/Monthly reports on operational tasks
– Minimum 5-10 years of prior work experience with considerable time managing a team
– Prior experience in BPO industry is a must
– Manage the process as per clients’ requirements and ascertain timely delivery of SLAs
– Assign task to team members, manage, assist and follow up to complete the task
– Ensure effective utilization of team, analyze workflow and ensure efficient operations
– Should be able to work on Flexible Timings / Night Shifts and US timings
– Should be ready to Travel when required
– Prepare and submit Daily/Weekly/Monthly reports on operational tasks
– Excellent communication and presentation skills
– Experience interacting with overseas clients (US/UK)
– Flair to take challenges and handle multi tasks
– Attractive pay package including performance incentives
– Experience of working and growing in a challenging environment

Qualification: Degree/ PG
Salary : Negotiable

Thank you,
Stay safe.
Sankar Kalidas
TPCL | MEPZ-SEZ | Vilankurichi Road | Aerodrome Post | Coimbatore – 641 004