Operation Manager for Sparsh BPO Services
Sparsh BPO Services Ltd, Bangalore 5–7 Yrs Share this job* 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.