Operations Manager
5 hours ago
Location:
About the Role:The Operations Manager will be responsible for ensuring process execution as per client contract. This includes conducting briefings before every shift to drive focus on key metrics, preparing performance data for clients, and reviewing performance on key process metrics.
Key Responsibilities:- Conduct daily huddle meetings with team members to discuss key performance indicators and quality standards.
- Prepare and share performance data with clients at the end of each shift.
- Interact with clients to communicate updates and changes to team members.
- Review performance data and conduct root cause analysis (RCA) to improve quality parameters.
- Presentation weekly and monthly performance data to manager for client sharing.
- Collaborate with internal stakeholders to manage and resolve issues to ensure project delivery.
- Participate in discussions with WFM team regarding forecast and agent allocation.
- Organize team-building activities to promote engagement and teamwork.
- Identify underperforming team members and provide feedback and coaching to improve performance.
- Develop and implement performance coaching and counseling plans to support underperforming employees.
- Handhold employees to monitor improvements in performance and capability gaps.
- Conduct training sessions for new joiners and track their progress.
- Resourcing: Hire adequate and right resources for the team.
- Talent Management: Ensure adequate onboarding and training for team members.
- Manage team attrition and drive diversity in leadership positions.
- Performance Management: Set goals, conduct timely reviews, and provide constructive feedback to direct reports.
- Employee Satisfaction and Engagement: Lead engagement initiatives and track team satisfaction scores.
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