IN EmploymentAlert | Operations Manager - Contact Centre/ TAC
Skip to Main Content

Job Title


Operations Manager - Contact Centre/ TAC


Company : Movate


Location : Chennai, Tamil Nadu


Created : 2025-01-06


Job Type : Full Time


Job Description

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.