Job Description
One Direction Skill Solutions
Pune, Maharashtra
Urgent Hiring for BPO /MNC
• Operational Manager
• Job role: Operational Manager
• Qualification: Should be a graduate
• Salary: up to 13.5 LPA
• Min Experience – 6 years in BPO with 1 year as OM (auto experience preferred)
• Proficient in MS Office. Good knowledge of Power point and Excel (including formulas and functions, pivot tables ).
• Excellent oral and written communication skills. Ability to effectively present information to internal and external associates
• Job location: Pune
• Working days: 6 days working
• Domestic Process (Automobile)
• Notice : Immediate Joiner
• Transport Availability -No Cab
KEY RESPONSIBILITIES:
• Manage a delivery group of Team leaders & executives supporting a client / group of clients in Voice/Non-Voice operations
• Be the Compliance and Integrity role model for the team
• Be a strong advocate and brand ambassador of CNX & it’s policies
• Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
• Establish & Manage Relationships / Engagement with the Clients
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
• Maximize revenue generation to reach long and short-term financial goals
• Selecting, training, developing, and manageing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
• Manage and review operational reports (Attendance adherence, Client scorecard, Metrics management reports)
• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance standards
• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
• Participate in cross functional meetings to review information received from operational support functions – Training, HR, Quality, WFM, TA. – and partner to define action plans that resolve issues and drive continuous improvement
• Implement best practices and over-deliver to clients, drive consistent performance, evaluate staffing needs, with input from WFM and Client and adjust to meet changing requirements
• Attend business reviews with the client
• Manage & control attrition keeping it to the minimum and plan for timely back fills
• Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity, and teamwork
• Provide advice and assistance to senior management in planning, implementation, and evaluation of existing operations. systems and procedures • Ensure that all audit related issues are brought to a closure
• Identify and drive continuous improvements and initiatives in the process
• Coach & mentor Team leads, enabling them to lead their teams effectively
• Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management
• Ensure that all internal customer queries are followed up on a timely basis
• Collaborate with internal teams, inter departments, cross functions across locations
• Be the Key contact for all problems and queries with specific business assigned.
Desired Skills:
• Strong Interpersonal Skills and ability to interact effectively with stakeholders
• Flexible, adaptable and demonstrate teamwork skills
• Result orientation, Process Oriented, Ability to handle stress and ability to motivate
• Strong analytical and reasoning skills
• Ability to learn quickly
• Ability to prioritize, meet deadlines, deliver stretch assignments
• Proficient in MS Office. Good knowledge of Power point and Excel (including formulas and functions, pivot tables ).
• Strong organizational skills, able to multitask effectively
• Working knowledge of budgeting, cost estimating, capacity utilization
• Knowledge of Organizational structure, workflow, and operating procedures
• Leadership, Analytical, people management and Presentation skills
• Previous Automotive experience – highly desirable
• Should be an expert in managing delivery
• Demonstrated ability to coach and develop action plans, which maximize performance, provide effective feedback
• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
• Work well under pressure and follow through on items to completion while maintaining professional demeanor
• Excellent oral and written communication skills. Ability to effectively present information to internal and external associates
Interested candidates can DM your resume,
Call/Whatsapp on 9739393726
Or share your resume to jayasheela.v@odssonline.com
