Operations Manager

First Call H Resource P. Ltd
  • Delhi, Kolkata, Gurgaon, Noida
  • 10-15 lakh
  • 9-14 years
  • Views
  • 17 Jan 2017

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Take accountability of business outcomes associated with the process
Manage transitioning in of new processes from other locations
Manage operational risk and maintain business continuity plans for the process
Take responsibility for recruiting talented members in the team
Foster high levels of employee engagement and retention, develop future managers
Lead creation of an engaging and productive work culture.
Drive CMPs/ Smart OpEx in Customer Service accounts(across channels) both from implementation and compliance standpoint
Assist in preparation / refinement of Smart OpEx
Identifying growth opportunities and process improvement areas in existing operations
Ensure the rhythm of Quarterly Reporting to Leadership across Operations, Functions
Regular monitoring, follow ups and proactive assessments to ensure implementation of relevant controls
RCA of issues and alerts
6-7 years experience in Customer Service, of which 2-3 years experience in across multiple channels

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First Call H Resource P. Ltd