Operations Manager

Key Responsibilities

• Communicate fluently in both English and Hindi
• Manage rostering and manpower planning effectively
• Act as the primary point of contact for client communication and updates
• Ensure achievement of KPIs as per the SOP
• Use Excel and PowerPoint for reporting and analysis
• Represent the department in client reviews and meetings
• Identify process gaps and coordinate with relevant teams for resolution
• Make quick and effective decisions based on real-time scenarios
• Manage client expectations and ensure timely report sharing
• Address and guide teams effectively in group settings
• Detect concerns, create action plans, and ensure follow-through
• Motivate team members and maintain attrition within set limits
• Work in a 24x7 process with rotational week offs and holiday shifts
• Maintain SLA, AHT, Abandonment as per thresholds
• Conduct daily, weekly, and monthly reviews with TLs and agents if needed