Manager Operations

Sitel Corp.; Hyderabad; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Sitel Corp. in Hyderabad seeks an experienced operations lead to drive compliance, performance management and end-to-end team functioning for customer experience delivery. You will oversee daily activities, coaching, and client coordination to ensure quality service and SLA adherence.

The role emphasizes process improvement, attrition control, and continuous improvement initiatives, with a focus on delivering outstanding customer experiences for multiple clients across languages.

Qualifications

• Experience in performance reviews and coaching.
• Experience in WBR & MBR (weekly/monthly business reviews) preferred.
• Strong understanding of audits, compliance and process improvement.

Responsibilities

• Conduct performance reviews and coaching for team members.
• Manage daily operations, including performance management and client interaction.
• Ensure adherence to audit requirements, compliance and process improvements.
• Oversee scheduling, forecasting and floor adherence.
• Drive continuous improvements and initiatives in process.
• Maintain quality standards and customer service metrics (SLA, NPS/CSAT).
• Handle third party vendor relations and service levels as needed.

Skills

Performance Management

Coaching & Feedback

Team Management

Process Improvement

Compliance

SLA Management

Client Coordination

Attrition Management

Job description

As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall.

Job Summary

• Compliance ,Controlling shrinkage & Attrion ,Grooming , Revenue generation , for end to end functioning of the team
• Running day to day operational activities like Performance Management, Rewards & Recognition, Coaching & Feedback (Including people development)
• Proper understanding of issues and concern, followed by appropriate action through Team meetings and Regular one to ones with the Direct repartees
• Ensured the entire team adheres to the audit requirements not restricted to compliance of process procedures ,Business Process improvement , SLA Management , Client Coordination , Client Management ,Team Motivation ,Scheduling & Forecasting , Floor Adherence
• Managed third party vendor relationship and service level agreement to ensure quality customer service
• Administered all policies and procedures to effectively run a successful business
• Handling People and Process issues in professional way to ensure 100 % employee satisfaction

Primary Job Responsibilities

• Conducting Performance Reviews and Coaching for team members
• Good to have experience in WBR & MBR
• Weekly client interaction
• Quality and Training
• Team management / Performance evaluation
• Process Improvement / Compliance
• Identify and drive continuous improvements and initiatives in process
• Compliance ,Controlling shrinkage & Attrion ,Grooming , Revenue generation , for end to end functioning of the team
• Key KPIs include Service Levels, NPS/CSAT and Quality Assurance
• People Metrics – Shrinkage and Attrition
• Responsible for operations delivery for the customer service process for the largest