Roadcast - Operations Manager

he ideal candidate will have a strong background in workforce management, service level agreements (SLA) compliance, and advanced Excel proficiency.

This role requires excellent leadership, analytical, and problem-solving skills to drive operational excellence and improve efficiency.

Key Responsibilities:.

• Oversee day-to-day BPO operations to ensure smooth functioning and efficiency.
• Manage and lead teams, ensuring high performance and motivation among staff.
• Monitor and analyze key operational metrics such as SLA adherence, attrition, shrinkage, and overall performance.
• Implement strategies to enhance productivity and reduce operational costs.
• Optimize workforce allocation and ensure proper manpower handling.
• Develop and maintain reports using advanced Excel for performance tracking and decision-making.
• Collaborate with stakeholders to identify opportunities for process improvement.
• Ensure compliance with company policies, industry regulations, and client requirements.
• Identify training needs and coordinate skill development programs for employees.
• Handle escalations and work towards effective resolution to maintain client satisfaction.
  
  

Key Requirements:.

• Strong understanding of BPO operations, SLA management, attrition, and shrinkage control.
• Excellent leadership, people management, and decision-making skills.
• Proficiency in advanced Excel (pivot tables, VLOOKUP, macros, and data analysis).
• Ability to multitask and work in a fast-paced environment.
• Strong communication and client management skills.
• Experience in handling large teams and workforce planning.
  
  

Why Join Us?.

• Opportunity to work with a dynamic and growing team.
• Competitive compensation and career growth prospects
  
  

(ref:iimjobs.com)