POSITION: -Project Manager– Operations LOCATION: -Chennai, IndiaJOB PROFILE:-SLA Management Manage performance of the team Deliver on SLA commitments based on the contract Meet and exceed customer satisfaction goals Daily / Weekly / Monthly / Quarterly Reporting of SLA performance Proactive management of business / operations trends Forecasting business volume, capacity planning Formulate continuous improvement planClient Management Ensure client satisfaction in alignment with “100 Referenceable customers” Weekly / Monthly / Quarterly operations and business review with stakeholders. Set and Manage client expectations Identify potential new business opportunities To take complete ownership of the cases and to take feedback on negative surveys To handle deviations and carry out risk analysisQuality Management Create and improve process guidelines and framework. Drive adherence and compliance to organizational / quality standards Formulate action plans for consistent service delivery quality Create preventive / corrective action plans on Customer or Client comments / feedbackOperations Management Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client Daily /Weekly / Monthly / Quarterly operations review with internal and external stakeholders Capacity / Resource planning and management Liaison with cross functions across the organization addressing the needs of the team members To own corporate initiatives aimed at operational improvement (SIP/ Best practices/ Audit documentation etc) Business Continuity planning and Risk managementSkill development Address skill gaps in Product / Process / Technology / Communication Mentor Leads & Managers Plan Relevant training programs working with respective groupsProject Revenue and cost management: To manage revenue and cost drivers Operate on planned budget Working with internal / client teams on Invoicing, AR and PO Prepare monthly / quarterly revenue / margin projections Resource planning (People / IT)DESIRED PROFILE: Primary Skills: • Operations Management • People Management • Excellent Communication • Experience in Technology - Telecommunication/Networking IndustryAdditional Skills: • Visioning • Identification and Talent development • Risk Taking • Change Management • Business and Organization Drivers • Strategic thinking and planning • Managing resources (Human, Technical and Financial) • Decision Making and Problem solving • Industry Knowledge • Conflict Management • Team Building • Influencing Skills • Self Development • Self Knowledge and Development • Learn Continuously • FlexibilityYEARS OF EXPERIENCE:10-12 Years of experience in the IT / ITES sector preferably from technology support background.
Job Title
Operations Manager - Contact Centre/ TAC