HomeUAEDubaiOperations Manager

Operations Manager

 
Company Name:
Teleperformance

Company Industry:Call Center / BPO
Employment Type:   Full TimeLocation:Dubai
Experience: 7 – 14 years
Degree: Bachelors Degree
Gender:Male
Age:Any  
Nationality: Indian
Salary:$3,001 – $5,000
Job Description:
• Ensure all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPI’s) defined for the clients are met/exceeded
• Performance of root cause analysis for non-achievement of SLAs/KPI’s and development and execution of remedial solutions
• Manage all operations staff and ensure they are adequately trained and equipped to deliver superior service
• Review and analyze performance reports against targets on a weekly/monthly basis with team leaders and investigate causes for performance deviations
• Ensure process compliance with all business rules, regulatory and adherence to all operational processes and procedures
• Manage performance of individuals and teams through effective performance management techniques, career planning strategies and sharing of best practices
• Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions
• Mentor and ensure smooth induction of new hires in the process
• Develop strategic & tactical plans to identify, analyze and effectively respond to client needs, emerging trends and best practices
• Work closely with HR to ensure high employee morale and retention initiatives
• Manage attrition by implementing measures for retention of work force
• Review, recommend and implement new methods and procedures to ensure efficiency of operations
• Conduct dipstick checks of parameters that impact performance to ensure data integrity
• Conduct skip level meetings at regular intervals to address concerns, if any

Desired Candidate Profile
Minimum 7-10 years of prior work experience in a service industry with 5 years in a BPO/Call center;
Stability in previous jobs; Preference/aptitude for a career in customer service environment;
Demonstrated team handling skills in the past; Adept at communicating across business and cultural barriers to ensure customer satisfaction
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