Manager- Operations

Search Light Consultants
  • Pune
  • Confidential
  • 8-12 years
  • Views
  • 03 May 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Project Management:

Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
Assist in developing and implementing training programs to improve the quality and productivity of the team.
Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.

People Management:

Leading and developing a team of 25-30 associates; responsible for the overall direction, performance management, coordination and evaluation of the team.
Actively participate in and drive the continuous improvement culture through kaizen and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
Achieve performance goals and objectives in line with the network wide vision and goals.
Carrying out supervisory responsibilities in accordance with policies and
procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

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Search Light Consultants