Operations Manager

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