An operations manager is responsible to direct, implement and execute solar campaign specific objectives to maximize productivity and achieve service level deliverables. The Manager Operations is responsible for consistency in results with resource output as prescribed with the company standards. He/she is also required to help promote a positive culture that encourages morale and performance. As a standard a project manager needs to have 2 direct reports with a total of 30 associates reporting to his direct reports.
Key Responsibilities
Team Management:
- Develop objectives and manage all campaign operations/activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc)
- Collect and analyze call-center statistics (sales / customer service metrics etc.)
- Motivate and encourage associates to achieve monthly goals.
- Maintain discipline and professionalism amongst the team members by communicating tolerable and non-tolerable corporate behavior. address and document disciplinary and/or performance problems according to company standards: Conduct counseling sessions where HR presence is mandatory.
- Lead and conduct team meetings 15 minutes prior to day shift and end of the shift. (Supervise where APM is conducting)
- Ensure the goal achievement percentage is in line with Touchstone's company standards.
- Responsible to monitor number of hours worked by employees and to ensure the dialing hours do not fall below the company standards.
- Enforcement of shift time adherence within team members and its regulation on a daily basis.
Employee Retention:
- Responsible to maintain headcount at 30 people under his direct reporting.
- Responsible to have detailed retention sessions with associates leaving
- Responsible to maintain attrition at 10% maximum
Confirmation Percentage:
- Responsible to overview and analyze TNAs conducted by Team Leads and assess the coaching/training provided by the TLs/APMs to build C’s into B’s and A’s.
- Responsible to have 80% confirmed resources of associates having an over 60 days tenure in the team.
Quality Control:
- Responsible to ensure that the quality score of team is at least 96%
- Prepare reports for different departments or higher management.
Knowledge, Skills, Abilities & Other attributes
Education
- College graduate required; MBA preferred.
Skills
- Excellent Communication and interpersonal Skills.
- Knowledge of MS Office
- Strong leadership skills
- Strong Mentoring/Coaching Skills.
- Self-motivated and ability to coordinate and prioritize multiple tasks.
- Strategic thinker
Duration and Nature of Previous Experience
- 5 years+ of BPO experience.
- At least 4 years of leadership experience.
- Medical Insurance
- Training Programs
- Market Competitive Salary + Lucrative Bonus
- Transport for Females
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