Operations Manager

Takes complete ownership of the aligned team’s performanceDevelops strategic & tactical plans to identify, analyse and effectively respond to client’s needs emerging trends and best practicesUnderstands client’s processes and suggest modes of value additionMonitor adherence of Service Level Agreement (SLAs) for the designated teamTracks attrition, maintains the EWS tracker and conducts quarterly audits within the teamWorks with WFM/Recruitment/Clients to agree on Manpower planningAnalyses Performance Metrics and Identifies process gaps and collaborates with the Client /Quality / training team to formulate solutionsTo be knowledgeable with the process and resourceful when faced with matters of internal/external escalationsWorks with Directors /Senior Leadership to create a sound incentive structure to motivate and drive performance of the team  Expected to represent WBR/MBR with clients/operationsKeeps Operational costs to a minimum and ensures revenue targets are metResponsible for ensuring occupancy & utilization is at optimum levelEnsure team funds are utilized to drive engagement & performance and billing information is submitted in a timely mannerEnsuring Headcount and the buffer% is maintained for the process Coaches and counsels Team Managers, Team Leader, Team Coaches, agents as necessary to ensure their successAdministers separation cases to HR in case advisors are not meeting performance metricconsistently and arranging backfills on a timely basis  Handle any kind of escalations pertaining to Team management, Training guidelines, Compliance adherence & ComplaintsTakes responsibility of implementing feedback and cascading relevant areas of opportunity to respective departments arising from the skip levels conducted