Operations Manager

Manager Operations (IN, Hyderabad ) About Us As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel’s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall. Job Summary Compliance ,Controlling shrinkage & Attrion ,Grooming , Revenue generation , for end to end functioning of the team Running day to day operational activities like Performance Management, Rewards & Recognition, Coaching & Feedback (Including people development) Proper understanding of issues and concern, followed by appropriate action through Team meetings and Regular one to ones with the Direct repartees Ensured the entire team adheres to the audit requirements not restricted to compliance of process procedures ,Business Process improvement , SLA Management , Client Coordination , Client Management ,Team Motivation ,Scheduling & Forecasting , Floor Adherence Managed third party vendor relationship and service level agreement to ensure quality customer service Administered all policies and procedures to effectively run a successful business Handling People and Process issues in professional way to ensure 100 % employee satisfaction Primary Job Responsibilities Conducting Performance Reviews and Coaching for team members Good to have experience in WBR & MBR Weekly client interaction Quality and Training Team management / Performance evaluation Process Improvement / Compliance Identify and drive continuous improvements and initiatives in process Compliance ,Controlling shrinkage & Attrion ,Grooming , Revenue generation , for end to end functioning of the team Key KPIs include Service Levels, NPS/CSAT and Quality Assurance People Metrics – Shrinkage and Attrition Responsible for operations delivery for the customer service process for the largest Experience Level Mid Level