Manager Operations

Sykes; Hyderabad; On-site; INR 600,000 - 800,000; Full time

Job summary

Sitel in Hyderabad, India seeks an experienced operations leader to drive end-to-end customer service delivery. You will oversee a team, conduct performance reviews, and ensure adherence to SLAs while coordinating with clients and vendors to maintain quality service.

The role focuses on coaching, process improvements, and maintaining high standards of customer experience across multiple channels.

Qualifications

• Experience in contact center operations and performance management.
• Strong understanding of compliance, process improvements, and SLAs.

Responsibilities

• Conduct Performance Reviews and coaching for team members.
• Oversee daily operations, including key KPIs like Service Levels, CSAT/NPS.
• Coordinate with clients and manage vendor relationships to ensure quality service.
• Drive continuous process improvements and compliance with audit requirements.
• Monitor shrinkage, attrition, and floor adherence to optimise delivery.

Job description

About Us

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