Operations Manager, Call Center

Are you a People Leader who focuses on tactical as well as strategic operations? Then we may be the right place for you!

Responsiblities:

• Strong client facing skills. Should have led WBR’s/MBR’s/QBR’s
• Should have managed TL’s /AM’s/DM’s in earlier role
• Should be able to Recruit, select, train, assign, schedule, coach, counsel, and discipline employees
• Forecast requirements, analyse variances; initiating corrective actions
• Analyse and improve operational processes and workflow’s
• Manage staff levels, wages, hours, contract labour to revenues
• Drive Operational Quality & Productivity.
• Define KPI’s & Execute Core Client Deliverables as per SOW
• Manage & Control Attrition
• Lead & Drive Csat & customer experience projects.
• Six Sigma certification will be an added advantage.
• Understanding of Diallers (Predictive/Progressive)
• Create, Publish reports & dashboards
• Drive strong & robust performance management.
• Understanding of P&L

Qualifications & Experience:

• Graduate in any Discipline.
• Strong analytical, problem solving, facilitation and project management skills
• Min 8+ years of BPO experience of which 2 years should ne managing large teams of TL’s/AM’s

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. Firstsource INC. is an equal opportunity employer that does not discriminate on the basis of age (40 & over), race, color, religion, sex, national origin, protected veteran status, disability, sexual Orientation, gender identity or any other protected class in accordance with applicable law.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans

Job Type: Full-time

Pay: $75,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Call center management: 8 years (Required)

Work Location: In person