Manager Operations - Night Shift
Job Description
Position Title: Operations Manager
Department: Operations
Reports To: Senior Operations Manager/Director of Operations
Employment Type: Full-Time
Job Summary:
The Operations Manager in the BPO sector is responsible for overseeing the day-to-day operations of the assigned process, ensuring efficiency, quality, and performance standards are met. This role requires a strategic leader with a focus on optimizing processes, managing teams, and achieving client satisfaction. The Operations Manager will work closely with clients, senior management, and cross-functional teams to drive operational excellence.
Key Responsibilities:
Operations Management:
- Oversee and manage the daily operations of assigned teams/processes.
- Ensure adherence to operational processes, quality standards, and performance metrics.
- Identify and implement process improvements to enhance efficiency and reduce costs.
- Monitor and manage workflow to ensure SLA (Service Level Agreement) compliance.
- Address operational issues promptly and effectively to minimize impact on performance.
- Team Leadership & Development:
- Lead, coach, and mentor team leaders and supervisors to ensure high performance.
- Conduct regular performance reviews and provide constructive feedback.
- Foster a positive work environment that promotes teamwork, accountability, and professional growth.
- Develop and implement training programs to enhance team skills and knowledge.
Client Relationship Management:
- Act as the primary point of contact for clients regarding operational issues.
- Ensure client expectations are met or exceeded through effective communication and service delivery.
- Regularly review client feedback and implement improvements where necessary.
- Participate in client meetings and presentations as required.
- Strategic Planning & Execution:
- Collaborate with senior management to develop and execute strategic plans for operational growth and improvement.
- Analyze data and trends to make informed decisions and drive operational efficiencies.
- Manage budgets and resources effectively to achieve financial targets.
Compliance & Risk Management:
- Ensure compliance with all regulatory requirements and company policies.
- Identify potential risks in operations and implement mitigation strategies.
- Maintain up-to-date knowledge of industry best practices and standards.
Qualifications:
Education:
- Bachelor's degree in Business Administration, Operations Management, or a related field
Experience:
- Minimum of 5-7 years of experience in operations management within the BPO sector.
- Proven track record of managing large teams and complex processes.
- Experience in client management and SLA compliance.
- Skills & Competencies:
- Strong leadership and people management skills.
- Excellent analytical and problem-solving abilities.
- Ability to manage multiple tasks and projects simultaneously.
- Strong communication and interpersonal skills.
- Proficient in MS Office Suite (Word, Excel, PowerPoint) and operations management software.
- Knowledge of Lean Six Sigma or other process improvement methodologies is a plus.
- Working Conditions:
This position may require working in shifts depending on the client’s operational hours.
Appedology.Pvt.Ltd is a leading provider of IT services, offering innovative solutions to clients across various industries. We are committed to delivering exceptional service through our dedicated teams and cutting-edge technology. Our goal is to create value for our clients by optimizing their operations and enhancing their customer experiences.
Appedology.Pvt.Ltd is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employe
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