Operations Manager

Job Description:

Key Responsibilities:

Serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff

Call Center Operations Manager Job Duties:

1. Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews 
2. Develops call center systems by developing techniques to improvise on KYC learning and development – Process specific 
3. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing KYC audits and analyses; managing system and process improvement and quality assurance programs 
4. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures 
5. Meets call center financial objectives by estimating requirements; preparing a quarterly budget; scheduling expenditures; analyzing variances; initiating corrective actions. 
6. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends 
7. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies 
8. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments 
9. Excellent communication skills in English and presentation skills a pre-requisite for this position

Requirements:

• Customer Focus, Customer Service, Verbal Communication, Informing Others, Process Improvement, Problem Solving, People Skills, Teamwork, People Management, Managing Processes, Emphasizing Excellence 
• Six sigma certification would be an added advantage with an overall experience of 10+ years. Candidates preferably should be willing to work from Noida location and salary would not be a bar for the right candidate.

Other Information:

Process Type – Non-Voice (1)