Operations Manager/ Team Leader

We are looking for Team Leader / Operations Manager for one of our Travel and Transport industry.

Responsibilities:

• Managing the operations seamlessly, ensuring timely SLA delivery along with maintaining high level of employee and customer satisfaction
• Establishing and managing relationship with stakeholders
• Oversight of team – organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
• Responsible for following agreed governance model, escalation & communication plan
• To ensure team members achieve agreed standards in relation to their job assignments.
• To ensure training of new staff on the corporate policy rules to be adhered to
• To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
• To monitor and document work schedule of staff and absences.
• Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
• Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates

• 7 years+ of operations experience within a BPO/ Contact Centre
• Successful track record in growing and managing teams, with ability to select, attract, motivate, retain, and develop team members
• Successful track record of scaling operations, improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding contractual service level performance requirements.
• Experience with a matrix driven global organization.
• Proven track record of building strong relationships with stakeholders
• Strong internal client-facing skills with excellent communication, negotiation and conflict management skills

- Bonus
- training

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