We are looking for an experienced Operations Manager to lead teams, manage client interactions, ensure KPI achievement, and drive overall process excellence in a 24×7 operational environment.
Key Responsibilities
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Manage daily operations and ensure performance meets defined KPIs.
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Act as the primary client touchpoint and represent the department in reviews.
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Knowledge of rostering/Manpower planning
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Identify process gaps, create action plans, and ensure timely resolution.
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Maintain SL, AL, and Abandonment metrics within defined targets.
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Share all required reports with clients on time.
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Conduct daily/weekly/monthly reviews with Team Leaders and agents.
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Motivate teams and maintain attrition within limits.
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Handle groups effectively and take quick, data-backed decisions.
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Work closely with cross-functional teams to support operational improvements.
