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Operation Manager for Sparsh BPO Services

Sparsh BPO Services Ltd, Bangalore 5–7 Yrs
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* Ensure Service Level Agreements (SLAs) for the process are met as agreed upon with the client

* Identify causes for non-achievement of SLAs, develop solutions and execute the same

* Review and analyze performance reports against targets on a weekly/monthly basis with Team Managers and with client and investigate causes for performance deviations

* Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.

* Monitor compliance adherence through timely audits, generating awareness on the floor etc.

* Manage performance of individual teams through performance management techniques, career planning strategies and sharing of best practices.

* Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same

* Responsible for attrition management and arranging for backfills on a timely basis

* Mentor and ensure smooth induction of new hires in the process

* Develop strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices

* Work closely with HR to ensure high employee morale and retention initiatives

* Manage attrition by implementing measures for retention of work force

* Review, recommend and implement new methods and procedures to ensure efficiency of operations

* Conduct dip checks of parameters that impact performance to ensure data integrity

* Conduct skip level meetings at regular intervals to address concerns, if any

* Responsible for staff performance, management, compensation and rewards & recognition programs

* Attend daily huddle with team managers to be updated on all the floor issues /concerns

* Set KROs for the team managers, team leaders and team managers and ensure KROs are aligned to the client SLAs and the overall organizational goals

* Drive quality initiatives such as Six Sigma/ COPC to ensure continuous improvement

* Ensure adherence to norms specified by COPC certification and BS7799 specifications

* Provide reports on the process metrics and employee performance to the Top Management

* Conduct regular meetings with the support teams namely, Transition/Projects & Technology to ensure that the internal SLAs are met

* Responsible for budget management & cost control measures

* Understand billing parameters of clients and take measures to ensure billing optimization

* To be involved in recruitment & selection process of floor employees

* Monitor employees count for full time attendance

* Conduct performance reviews daily/weekly/monthly

* Co-ordinate with Helpdesk for employees query resolution

* Monitor and manage call and process related quality

* Encourage and initiate sharing of best practices

* Interact with other operations teams to avail required information

* Liaise with HOD/ COO regularly

* Conduct forecasting of business flow

* Manage various trainings namely, V&A, Process, Up skill and Refreshers

* Involve in on the floor and offsite social activities

* Liaise with departments like transport, admin and HR-Ops to facilitate efficient management of Operations.

Additional Details
Experience:
5-7 Years
Posted On:
23rd Aug 2011
Career Level
Manager
Recruiter
Career Skills
Recruitment
Sourcing
Screening
Selection
Client Management