Operations Manager/Supervisor

Overview Senior Service Delivery Manager / Senior Operations Manager role with responsibilities across program performance, client relationships, and operational leadership in a BPO environment. Responsibilities Analyze and maintain all Client Service Level Agreements; implementation improvement plans as needed Partnering with business development to leverage and expand new business from client(s) maintain revenue of program(s);responsible for profitability including revenue, margins, billing, seat utilization and retention produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observation that would impact the bottom line. provide leadership and guidance to direct reports to ensure consistent administration of the company policies and standards; define and implement any corrective actions needed to meet operational performance establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations have a thorough understanding of the various system tools and operational procedures utilized within the program. collaborate with the stakeholders on a regular basis for change of promotion; and conduct all defined and required process compliance and adherence to all team members, partners and third party providers. conduct regular one on ones with direct reports to review individual and team performance and offer on going development support host business reviews on regular basis, communicate the overall objectives within common reports (service reports and operational efficiency repots), ensure that costumer , operational requirements are addressed participate in opportunity review calls for new business and facilitate site visits from potential clients, keep up to date through trade shows , industry events , and related activities participate in cross functional meetings to review information received from operational support functions - training, HR ,quality , WFM, requirement partner to define action plans that resolve issues and drive continuous improvement create a positive work environment through employee engagement; resolve resolve employee relation in a professional and timely matter Qualifications Minimum 2 years as a senior service delivery manager/senior operations manager role; minimum 10 yrs int'l BPO experience managing accounts under costumer service, technical support and ecommerce business model and well versed in dealing in high volume of transactions in a BPO setting. deep understanding of BPO operations, including metrics like SLA, KIPs, and quality management. analytical skills to interpret data and generate actionable for performance improvement. strong ability to lead , mentor , and manage large teams, insuring high performance and engagement. excellent verbal and written communication skills to effectively interact with clients, stakeholders, and teams. Ability to analyze complete issues and make data-driven decisions promptly Proven experience in managing client relationships, ensuring satisfaction and service excellence Ability to manage changes and unexpected challenges in a dynamic environment Experience in managing projects, including planning, execution, and delivery within stipulated timelines Budgeting & Financial Acumen: Experience in managing budgets, cost control, and financial forecasting Work flexibility: Willingness to work any shift, including night, rotating , and weekend shifts; Ability to work across different sites as required by the company Good-to-have Knowledge on Quality Methodologies: RCA. Ishikawa, Pareto, Six Sigma, etc Training and Presentation Skills People Management Skills / Project Management Skills Familiarity with industry-standard tools and platforms, such as CRM software, workforce management tools, and reporting dashboards. Negotiation skills: Ability to negotiate with the clients and vendors for favorable terms and conditions #J-18808-Ljbffr