Operations Manager (Domestic)

Teleperformance (TP); India; On-site; INR 167,400 - 223,200; Full time

Job summary

Teleperformance (TP) seeks a candidate to manage team performance while developing strategic plans. You will ensure clients' needs are met and monitor team adherence to KPIs and SLAs.

Strong analytical skills and effective communication are required, along with the ability to drive team engagement and ensure optimum performance metrics. The role also involves collaboration across various teams to implement solutions for process gaps and maintain operational costs.

Responsibilities

• Takes complete ownership of the aligned team's performance.
• Develops strategic & tactical plans to respond effectively to client needs.
• Monitors adherence to Service Level Agreements (SLAs).
• Tracks attrition, maintains the EWS tracker, and conducts quarterly audits.
• Works with WFM/Recruitment/Clients for manpower planning.
• Analyzes performance metrics and identifies process gaps.
• Collaborates with client, quality, and training teams to formulate solutions.
• Represents WBR/MBR with clients and operations.
• Ensures operational costs are minimized and revenue targets are met.
• Ensures occupancy & utilization are at an optimum level.
• Drives engagement & performance with team funds.
• Submits billing information in a timely manner.

Skills

Strong email queue knowledge

Good analytical skills

Excellent time management and ability to multitask

Ability to work well in and promote a team environment

Knowledge of NPS and people management skills

Flexible to adapt to new workflows

Excellent communication and comprehension skills

Proficiency in data representation and MS Excel

Job description

As the ideal candidate for this role, you will be taking complete ownership of the aligned team's performance and developing strategic & tactical plans to effectively respond to clients needs, emerging trends, and best practices. You will be responsible for understanding client processes, suggesting modes of value addition, monitoring adherence to Service Level Agreements (SLAs), tracking attrition, maintaining the EWS tracker, and conducting quarterly audits within the team. You will work with WFM/Recruitment/Clients to agree on manpower planning and analyze performance metrics to identify process gaps and collaborate with the client/quality/training team to formulate solutions.

You will also be responsible for ensuring operational costs are minimized while meeting revenue targets, ensuring occupancy & utilization are at optimum levels, driving team engagement and performance, submitting billing information timely, and maintaining headcount and buffer percentages. You will coach and counsel team managers, leaders, coaches, and agents, administer separation cases to HR for advisors not meeting performance metrics consistently, handle escalations related to team management, training guidelines, compliance adherence, and complaints, and implement feedback and cascading relevant opportunities to departments arising from skip-level reviews.

Key Responsibilities

• Takes complete ownership of the aligned team's performance
• Develops strategic & tactical plans to respond effectively to client needs
• Monitors adherence to Service Level Agreements (SLAs)
• Tracks attrition, maintains the EWS tracker, and conducts quarterly audits
• Works with WFM/Recruitment/Clients for manpower planning
• Analyzes performance metrics and identifies process gaps
• Collaborates with the client, quality, and training teams to formulate solutions
• Represents WBR/MBR with clients and operations
• Ensures operational costs are minimized and revenue targets are met
• Ensures occupancy & utilization are at an optimum level
• Drives engagement & performance with team funds
• Submits billing information in a timely manner

Qualifications

• Strong email queue knowledge
• Good analytical skills
• Excellent time management and ability to multitask
• Ability to work well in and promote a team environment
• Knowledge of NPS and people management skills
• Flexible to adapt to new workflows
• Excellent communication and comprehension skills
• Proficiency in data representation and MS Excel