Operations Manager

JOB DESCRIPTION & JOB SPECIFICATION

JOB PURPOSE
(Summarize in one statement why your job exists; and how it contributes to the overall vision mission and goals of the organization)
As an Operations Manager, you will drive operational strategies, lead a high-performing team, and ensure top-notch customer service for all the process assigned to you. Your role is vital in maintaining operational efficiency, improving processes, and overseeing a large team of 250+ FTEs. You will collaborate across departments to ensure financial and service goals are met while fostering a customer-centric environment.
CRITICAL ACCOUNTABILITIES
List the responsibilities (Key Result Areas and the major activities) that must be achieved in order that the job purpose is fulfilled. For each KRA, document the performance measure(s) (i.e., outcomes/ KPI) which indicate successful accomplishment of that KRA.

KEY RESULT AREA
KRAs DETAILED JOB RESPONSIBILITIES
(Major Activities to Be Performed)Key Performance Indicators (KPIs)
Major Outcomes of your contributionsOperations Strategy

• Deep dive to understand the client, SLAs and clients expectations from MCN
• Developing and implementing strategies to improve call center operations
• Develop and execute internal operational plans to enhance service delivery.
• Clear understanding of the clients processes
• Honoring our commitment to client by delivering a WOW experience in every customer interaction.

Daily Floor Operations

• Deep understanding of SLAs, rostering, breaks, call types, AHT, ATT, BCP, CDR, CEM, CXM, Idle time its nuisances and implications on process output and deliverables.
• Ensure man-power deployed and available at all times for all processes.
• Ensure staff follows rooster and same is aligned with clients expectations.
• Preparing and managing work schedules to ensure sufficient coverage
• Prepares call center performance reports by collecting and analyzing call agents data.
• Handle all escalated calls and matters and ensure resolution to clients / customer satisfaction.
• Desired man-power at each and every time.
• Manage escalations.

Process Improvement

• Continuously identify and implement system improvements to boost efficiency.
• Plan, Execute, Monitor every nuance of daily floor operations and prepare Action plans for continuous process improvement.
• Increased employee productivity and efficiency
• Removal of redundancies
• Smooth and easy process flow.

Customer Experience

• Understand and responsible to deliver on clients expectations on various process LOBs like Inbound, Outbound, Chat, Emails to provide service to the customers of our clients to resolve their queries to a maximum level of satisfaction.
• Uphold high service standards to achieve superior customer experiences.
• Delivering WOW customer experience.

Financial Oversight

• Manage budgets, analyze financial variances, and drive cost control measures.
• Controlled Costs

Reporting & Analysis

• Track key performance indicators (KPIs) and deliver insights to enhance operations.
• Timely information on key KPIs for managements decision-making.

People Management

• Evaluates individual performance reviews and overall team effectiveness with upper management.
• Monitor the performance (productivity and efficiency) of over 250 FTEs,
• Lead and Mentor direct reportees (TL, AM etc.)
• Collaborate with HR, to recruits, select, hire, and trains new call center personnel and prepares them to respond to customer questions and complaints.
• Collaborate with finance, compliance, and other teams to ensure costs in order and smooth business flow.
• Exhibit empathy, growth mindset and systems thinking approach in all actions.
• Motivated & Engaged Team
• Reduced Attrition
• Collaborative Teams
• Respectful & Performance driven culture

Reportings

• Managing metrics, performance criteria, policies, and procedures
• Analyzing call center data and preparing reports for management
• Timely shareing of floor information with management to make informed decisions.
• Various types of Analytics

General

• Any other task or responsibility as assigned by management from time to time.

Job Specification
(Knowledge, Skills & Ability {KSA})

Minimum Qualification
required to successfully deliver on the job

1. 8+ years of experience in operations management, with a strong background in BPO/ITeS sectors.
2. Proven ability to lead teams of 100+ FTEs.
3. Six Sigma certification (preferred).

Technical Skills & Abilities
required to be successful in the job

1. Strong operational strategy and process improvement skills.
2. Proficiency in budgeting and financial analysis.
3. Must be able to manage work across all shifts, ensuring that operations run smoothly 24/7.
4. The ability to lead teams effectively in different time zones or shifts is essential for success.

Management (Behavioural) Skills & Abilities
required to be successful in the jobI Personal Level Management Skills

1. Developing Self Awareness
2. Managing Stress
3. Solving Problems Effectively

II Interpersonal Level Management Skills

1. Managing Conflicts
2. Motivating Employees
3. Communicating with empathy and supportively
4. Gain power and influence

III Group Management Skills (Leadership)

1. Building Effective Teams
2. Leading Positive Change
3. Empowering & Delegating

Why Join us?
At Mas CallNet, you'll be part of an innovative team transforming customer service and operational processes with cutting-edge technology. We offer a dynamic, growth-driven environment where your ideas are valued, and youll have the opportunity to lead, learn, and make a real impact.

If this position interests you, then please share your updated resume to amit.bhavsar@teammas.in
Others, please spread the word by sharing this, someone in your professional network may benefit. Thank you!

To know more about us visit: https://mascallnet.ai/
For career opportunities visit : https://mascallnet.ai/current-openings-mcn/

LINKEDIN

https://www.linkedin.com/company/mas-callnet-pvt-ltd/

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