Job Summary
Liscom Solutions and Services is seeking a dynamic and experienced Operations Manager to oversee and manage end-to-end BPO operations. The ideal candidate will be responsible for ensuring operational efficiency, maintaining strong client relationships, managing team performance, achieving business objectives, and driving continuous process improvement.
Key Responsibilities
* Manage the overall operations of all departments within the organization.
* Monitor daily operational activities and ensure smooth workflow across teams.
* Develop and implement operational strategies to improve productivity and service quality.
* Build, maintain, and strengthen relationships with clients to ensure customer satisfaction and retention.
* Act as the primary point of contact for operational escalations and client concerns.
* Lead, mentor, and supervise team leaders and staff to achieve departmental goals.
* Monitor KPIs, SLAs, productivity metrics, and operational performance.
* Conduct regular performance reviews and provide coaching to employees.
* Ensure adherence to company policies, quality standards, and compliance requirements.
* Coordinate with HR, Recruitment, Training, and Quality teams to meet business objectives.
* Prepare operational reports and present performance updates to management.
* Identify process gaps and implement continuous improvement initiatives.
* Manage workforce planning, resource allocation, and shift management.
* Support business growth initiatives and contribute to client acquisition and retention strategies.
Required Skills
* Excellent verbal and written communication skills.
* Strong leadership and team management abilities.
* Client relationship management skills.
* Problem-solving and decision-making capabilities.
* Ability to handle multiple projects and teams simultaneously.
* Strong analytical and reporting skills.
* Proficiency in MS Office (Excel, Word, PowerPoint).
* Knowledge of BPO operations, service delivery, and quality management.
Qualification
* Bachelor's Degree in Business Administration, Management, or related field.
* Minimum 2 years of experience in Operations Management, preferably in a BPO environment.
Pay: From ₹22,000.00 per month
Benefits:
Work Location: In person
