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Operations Manager
2 months ago
About the Role:
The Operations Manager is a strategic leader responsible for driving business growth, maximizing process efficiency, and ensuring excellent customer experience. This role requires effective leadership and supervision of daily operations, strategy planning, contract compliance, and resource optimization.
Key Responsibilities:
- Maximize process efficiency and cost-effectiveness through strategic planning, contract compliance, and governance mechanisms.
- Collaborate with clients to identify opportunities for revenue growth, develop and implement strategic plans, and ensure contract compliance.
- Monitor and review delivery dashboards to track progress, identify potential red flags, and lead project escalations.
- Forecast and track key account metrics, including invoicing, customer satisfaction, and quality delivery.
- Ensure outstanding performance against key metrics, set direction for the team, and track progress against targets.
- Drive the focus of the team on quality and adherence to contract compliance processes.
- Conduct effective resource planning to maximize productivity, review and monitor resource planning and fulfillment, and optimize manpower to minimize leakages.
- Build people capability to ensure superior customer service levels, develop capability within service lines and products, and lead capability development initiatives.
- Manage stakeholder interactions, including internal and external stakeholders, client leadership, and senior leadership.
Requirements:
- Experience in a similar role, preferably in a contact center or customer service environment.
- Strong leadership and management skills, with the ability to drive business growth and improve efficiency.
- Excellent communication, presentation, and interpersonal skills, with the ability to develop and implement process enhancements.
- Proficiency in voice and non-voice contact center applications, workforce management applications, quality tools, and technologies.
- Ability to plan, prioritize, organize, and communicate with clients, with a focus on delivering high-quality services.
- Desirable skills include experience in the healthcare domain, administrative aspects, and goal-setting.