• Citizen

• Full Time

• Direct Hire

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 3rd Sep 2022

Position: Operations Manager
Location: Gurugram
Employment: Permanent
Shift Timings: Flexible (24X7)
Salary: As per industry norms and experience level
 

Operations Manager is responsible for managing a team of international voice process in Recruitment Process Outsourcing where the team is responsible to screen and schedule the international candidates.

Roles & Responsibilities-

• Manage day-to-day RPO Voice operations
• Lead the Operations voice teams to provide support to assigned teams in a timely, efficient
manner.
• Facilitating Voice and Accent Training for the new hires
• Conduct business reviews with clients; transition management
• Ensure team members adhere to the voice enabled workflows
• Manage and ensure processes driven timely and accurate results.
• Trouble-shoot and collaborate to solve issues and bring proactive process improvements
• Identify, plan and implement efficiency, cost and performance improvements
• Leverage the talent / resources on the team to generate results.
• Build team domain and product / tools knowledge.
• Measure performance of the team according to goals e.g. performance appraisals, ongoing
feedback, and training.
• Manage service delivery, client escalations & expectations
• Coach and mentor team members by involving them in decision making process.
• Ensure accurate and timely delivery of weekly, biweekly and monthly reports.

Qualifications-

• Minimum of 6 years of international voice process work experience
• Minimum of 2 years team management experience for an international voice team
• Demonstrated experience with achieving customer satisfaction with service delivery
• Able to adapt to changing business priorities and prioritize and execute tasks in a high-pressure
environment
• Strong action/results orientation, highly self-motivated, and ability to work independently
• Keen attention to detail
• Experience working in a team-oriented, collaborative environment
• Ability to build a diverse team, leveraging cultural differences to enhance productivity of team
• Excellent verbal and written communication skills
• Proficient level skill with Microsoft Office suite