A site operations manger is Responsible for all site activities including people and function management.
He/she ensures that site activity and actual expenditures are according to the plan and that security measurements are met and site is compliant with client requirements.
Duties and Responsibilities
- Set and meet performance targets; participate with the upper management in designing performance key metrics and KPIs
- Plan to improve, develop and drive achieving the financial and non-financial objectives and frequently follow up the achievements with staff.
- Pro-actively monitor service delivery to prevent revenue erosion realized from penalties or other items.
- Optimize service offerings and implement initiatives to drive to consistent service delivery and portfolio growth throughout the assigned account meeting and exceeding objectives.
- Follows the implementation approach for any new scope or change of scope required by the client
- Maintaining an updated practice of COPC approaches and standards and follow up on the implementation
- Recording statistics, user rates and the performance levels of the center and preparing reports.
- Oversee all the activities of your own team to ensure high-performance levels and efficient implementation.
- Responsible for the professional development of own team and ensure it is aligned with the organizational career progression and succession plans.
- Responsible for setting the team objectives in correlation with the department objectives, provide coaching and action plans required to achieve objectives
- Set the operational objective of the assigned project (Transcribers - Team Leaders).
- Handle and resolving conflicts efficiently.
- Support team in challenges and inquiries.
- Act as a liaison and support team during their engagements with other departments and functions.
- Create and maintain comprehensive project documentation.
- Establish and maintain relationships with internal external stakeholders.
- Manage team of leaders, assign tasks and monitor performance.
- Ensure daily/weekly actual performance meeting the forecast/Plan.
- Ensure site engagement and satisfaction.
- Ensure secure facilities policies are in place and implemented.
- Ensure team is kept up to date with their performance and any changes with the guidelines.
- Perform regular monthly, weekly, and daily one to one with each team member.
- Ownership in unexpected situations and being able to come up with solutions for solving problems, when they exist.
Skills and Qualifications
- 5 years of experience in a BPO/ call center industry
- Experience as a Call center Manager/ Operations Account Manager
- COPC Certified, Lean Six Sigma Green Belt Operational Certifications are a Plus
- Proficiency in leading both physical and virtual teams
- Operational ability in a diverse, large-scale environment.
- Fluent/Native in both languages: English Hindi
