Operations Manager
- Alorica
- 10 - 12 years
- Bengaluru
- 2 months ago
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Job Description
Job Description Operations Manager (Alorica, India)
Role Description:
Delivery:
- Accountable for leading operations of a mid-size unit.
- Understand, meet, and exceed contractual / client mandated SLAs and KPIs, performance review, build and govern improvement plans.
- Govern overall operational performance through various support channels (Training, Quality, WFM, HR, TA). Lead connects with cross-functional teams, partner in analyzing, defining, and implementing action plans.
- Time & Task Management: Prioritize deliverables in a fluid and deadline-oriented business environment.
Ops Governance & Reporting:
- Prepare, analyze, and present various reports and PowerPoint presentations on behalf of Alorica and present performance scorecard, WBR, MBR decks in large forums to customer.
- Present performance/governance reports to Alorica leadership, lead cross-functional reporting, meetings etc.
- Maximize revenue generation by ensuring optimum talent utilization (staff optimization).
Stakeholder:
- Become a successful interface between customer and Alorica leadership. Timely, accurate reporting and seamless communication with the customer.
- Lead customer connects, engagement in fostering a long and sustainable relationship while contributing towards Alorica and its customers success.
People, Staffing and Skill Management:
- Daily/Weekly evaluation of staffing needs on production floor. Take accountability in maintaining skilled headcount forecasting and participate during WFM connects.
- Identify training, skill-enhancement needs and coordinate fulfillment through functional departments within defined timeline.
- 1-1 connect with Team Managers. Take ownership in sharing feedback, coaching and guidance in ensuring overall improvement of Team Manager skills.
- Skip level connects with teams. Instill continuous learning and growth mindset within the team(s).
- Create a positive work environment and help resolve employee issues through appropriate internal channels.
- Mentor and guide team leaders, operations support in placing right talent for the positions.
Key Skills and Qualification:
- Must be from international voice back-ground with healthcare experience preferred.
- Min 1+ years of experience in the role
- Work from office only and rotational shifts
- Prior experience in managing mid-size operations unit (100-200 employees)
- Overall 10+ years of work experience in BPO industry
- Excellent communication (both written and skills), strong business acumen.
- Excellent knowledge in building content, reports etc. using MS PowerPoint, MS Excel
- Strong presentation skills (leadership presentation)
- Education: Graduate
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & Operations, Role Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: AloricaLocation(s): Bengaluru+ View Contact
Keyskills: operations management International Healthcare process management Customer Service Operations
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