Operations Manager (Domestic)

Job Description

As an ideal candidate for this position, you will be responsible for taking complete ownership of the aligned teams performance. You will be developing strategic and tactical plans to identify, analyze, and effectively respond to clients needs, emerging trends, and best practices. Your role will involve understanding the clients processes and suggesting modes of value addition. It will also be crucial for you to monitor adherence to Service Level Agreements (SLAs) for the designated team and track attrition while maintaining the EWS tracker. Additionally, you will conduct quarterly audits within the team and work with WFM/Recruitment/Clients to agree on Manpower planning.In this role, you will analyze Performance Metrics, identify process gaps, and collaborate with the Client/Quality/training team to formulate solutions. Your knowledge of the process will be essential in being resourceful when faced with matters of internal/external escalations. You will work closely with Directors/Senior Leadership to create a sound incentive structure to motivate and drive the teams performance. Furthermore, you will be expected to represent WBR/MBR with clients/operations and keep operational costs to a minimum while ensuring revenue targets are met.Other responsibilities will include ensuring occupancy and utilization are at optimum levels, utilizing team funds to drive engagement and performance, and submitting billing information in a timely manner. You will also be responsible for maintaining Headcount and the buffer% for the process. Coaching and counseling Team Managers, Team Leaders, Team Coaches, and agents as necessary will be part of your duties to ensure their success. Additionally, you will administer separation cases to HR in case advisors are not meeting performance metrics consistently and arrange backfills on a timely basis. Handling escalations pertaining to Team management, Training guidelines, Compliance adherence, and Complaints will be crucial in this role.Key Responsibilities:- Takes complete ownership of the aligned teams performance- Develops strategic and tactical plans to identify, analyze, and respond to clients needs- Monitors adherence to Service Level Agreements (SLAs) and tracks attrition- Works with WFM/Recruitment/Clients on Manpower planning- Analyses Performance Metrics and Identifies process gaps- Collaborates with the Client/Quality/training team to formulate solutions- Represents WBR/MBR with clients/operations- Ensures operational costs are minimized and revenue targets are met- Maintains occupancy and utilization at optimum levels- Utilizes team funds to drive engagement and performance- Submits billing information in a timely manner- Maintains Headcount and the buffer% for the process- Coaches and counsels Team Managers, Team Leaders, Team Coaches, and agents- Administers separation cases to HR and arranges backfills- Handles escalations related to Team management, Training guidelines, Compliance adherence, and ComplaintsQualifications Required:- Email queue Knowledge- Good analytical skills- Time Management- Ability to multitask- Ability to work well in and promote a team environment- Knowledge of NPSP- People management skills- Flexible to adapt to new workflows- Excellent communication and comprehension skills are requiredPreferred Skills:- Strong communication skills in EnglishAdditional Company Details: (if available in the job description)- No additional details provided in the job description As an ideal candidate for this position, you will be responsible for taking complete ownership of the aligned teams performance. You will be developing strategic and tactical plans to identify, analyze, and effectively respond to clients needs, emerging trends, and best practices. Your role will involve understanding the clients processes and suggesting modes of value addition. It will also be crucial for you to monitor adherence to Service Level Agreements (SLAs) for the designated team and track attrition while maintaining the EWS tracker. Additionally, you will conduct quarterly audits within the team and work with WFM/Recruitment/Clients to agree on Manpower planning.In this role, you will analyze Performance Metrics, identify process gaps, and collaborate with the Client/Quality/training team to formulate solutions. Your knowledge of the process will be essential in being resourceful when faced with matters of internal/external escalations. You will work closely with Directors/Senior Leadership to create a sound incentive structure to motivate and drive the teams performance. Furthermore, you will be expected to represent WBR/MBR with clients/operations and keep operational costs to a minimum while ensuring revenue targets are met.Other responsibilities will include ensuring occupancy and utilization are at optimum levels, utilizing team funds to drive engagement and performance, and submitting billing information in a timely man

Keyskills :
Time ManagementPeople management skillsCustomer ServiceEmail queue KnowledgeGood analytical skillsAbility to multitaskAbility to work well inpromote a team environmentKnowledge of NPSPFlexible to adapt new workflowsExcellent communicationcompre