Senior Operations Manager
- Sutherland
- 10 - 18 years
- Mumbai
- 1 month ago
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Job Description
Greetings from Sutherland!
We are hiring for a Senior Manager - Operations(Service Delivery) for our office in Mumbai(Airoli). This is a 5 day working role with rotational shifts. Please see below the job role, expectations and qualifications required for the same.
Responsibilities
- Establish and maintain communication with clients and Global account Managers /team members; understand their needs, resolve issues, and meet expectations;
- Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line;
- Identify the training needs that will equip the staff with fundamental skills and knowledge;
- Have a thorough understanding of the various system tools and operational procedures utilized within the program;
- Collaborate with stakeholders on a regular basis for changes on promotions and updates; and
- Conduct all defined and required process compliance and adherence to all team members, partners and third-party providers.
Qualifications & Experience
- Earned a bachelors Degree in any field
- At least 10 years of work experience in a similar role
- Excellent working knowledge on Microsoft Office applications
- Ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
- Strong analytical skills
- Demonstrated leadership skills - Must be willing to report on a graveyard/shifting schedules
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: SutherlandLocation(s): Mumbai
Keyskills: service delivery SLA Management Customer Service Operations Operations Management International BPO Team Management Bpo Operations Quality Management Shrinkage Attrition Client Management Net Promoter Score Incident Management CSAT Operations
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