Assistant Manager - Operations

Bill Gosling; Mohali; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Bill Gosling in Mohali, India seeks a Managing Coach, Operations to drive performance and budget for client groups. You will set objectives, analyze metrics and guide teams to deliver reliable, efficient service for customers and clients.

You will hire, train, motivate and manage staff, monitor KPIs, review reports, balance resources and uphold the company's mission. Leadership experience in a call-center/outsourcing environment is required.

Qualifications

• Previous experience in a Team Leader position is required.
• Previous experience in a leadership or managerial role is required.

Responsibilities

• Responsible for performance management and ensure productivity (e.g. setting objectives and reviewing KPIs)
• Review and analyze reporting for trend. Identify areas of opportunity and develop strategies to improve processes and procedures to ensure Company performance goals are met and exceeded
• Monitor staffing levels in accordance with the Resource Balancing Plan to ensure that Company resources are being efficiently and effectively allocated
• Recommend hiring, transfer, promotion, or dismissal of staff, as is appropriate
• Deal with clients in a professional and appropriate manner, in accordance with the Company's Mission Statement and Company Policy
• Maintain accurate records of employee and client performance data, including, but not limited to performance reviews, quality audits, attendance records, disciplinary documentation, productivity and billing reports
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned

Skills

Team Leader experience

Leadership experience

Job description

Job Description Summary
The Managing Coach, Operations is responsible for the overall performance and budget of their client groups. They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients. They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.

Job Description

The Managing Coach, Operations is responsible for the overall performance and budget of their client groups. They set objectives, analyze metrics, ensure that the company and staff meet goals and provide reliable, efficient support for our clients. They are also responsible for hiring, training, preparing and motivating their teams to provide excellent service to customers and clients.

• Responsible for performance management and ensure productivity (e.g. setting objectives and reviewing KPIs)
• Review and analyze reporting for trend. Identify areas of opportunity and develop strategies to improve processes and procedures to ensure Company performance goals are met and exceeded
• Monitor staffing levels in accordance with the Resource Balancing Plan to ensure that Company resources are being efficiently and effectively allocated
• Recommend hiring, transfer, promotion, or dismissal of staff, as is appropriate
• Deal with clients in a professional and appropriate manner, in accordance with the Company's Mission Statement and Company Policy
• Maintain accurate records of employee and client performance data, including, but not limited to performance reviews, quality audits, attendance records, disciplinary documentation, productivity and billing reports
• Champion company core values and other company programs to engage and motivate our employees
• Other duties as assigned

Experience

Previous experience in an Team Leader position is required

Previous experience in a leadership or managerial role required