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 KRA’s 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.