Assistant Manager-Operations
| Department | Job posted on | Experience level | Job Location | Job Type | Experience range (Years) |
|---|---|---|---|---|---|
| Process Analyst | May 04,2023 | Professional | Office | Full Time | 2 |
- Assistant Manager Operations will be responsible for development of a superior workforce & fulfill the mission and the goals of the department efficiently and effectively along with implementation of organizational strategies, policies and practices. Asst. Manager will also be responsible for developing an employee-oriented company culture that emphasizes quality, continuous improvement, and key employee retention with high performance driven teams. Manage overall operational, budgetary, and financial responsibilities and activities of the department
- Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures. Establish and maintain relevant controls and feedback systems to monitor the operation of the department.
KEY RESPONSIBILITIES:
- Meet the quality, productivity targets & defined timelines to ensure Service Level Agreements (SLAs)
- Ensure there is no penalty due to miss in SLA’s
- Ensure accuracy in the reports submitted and demonstrate a high level of commitment to service quality and teamwork within the unit/department
- Demonstrate analytical capabilities while performing tasks and adhere to established policies, procedures, and compliance
- Constantly monitor & review performance metrics for achievement of project objective
- Responsible for client call setups, client management, handling client queries, suggesting process improvements
- Establish and maintain relevant controls and feedback systems to monitor the operation of the departments
- Manage 24x7 operations teams and responsible for maximizing efficiency and occupancy while meeting service objectives
- Prepare timely daily/weekly/monthly reporting on contact center key performance indicators
- Effectively plan transactional volumes and human resources needs to meet the budgeted revenue requirement and maintain relevant controls and feedback systems to monitor the operation of the department.
People Management:
- Develop a strategy for the team members to reach their goal and manage the flow of day-to-day operations.
- Facilitate problem solving and collaboration and maintain healthy group dynamics
- Ensure tracking & measuring process performance and team performance, reporting effectively
- Should be able to establish and maintain relevant controls and feedback systems to monitor the operation of the team