Direction – Operation – BPO (10-15 yrs)

  • Full Time
  • Mumbai
  • Full Time
  • Mumbai

– Bachelor of Engineering or graduate in any discipline and Master’s in Business Administration from a reputed institute

– Should have 10 plus years of experience in Operations with a proven track record

– Excellent oral and written communication skills

– Strong analytical, numerical, and reasoning abilities

– Experience driving transformation and leading change management and process creation

– Experience working in a technology or AI product company with focus on innovation

– Experience in managing staff in a remote environment

– Well-developed interpersonal skills

– Ability to be decisive and implement systems and actual roll-outs. Ability to thrive in a highly pressurized fast-paced environment

– Own all operations metrics and continuously improve client experience by solving operational challenges, improving service delivery and quality solutions

– Set strategic long- and short-term operational goals

– Design and establish operational framework, workflow, reporting matrix, systems and efficiency metric to enable the team to efficiently and consistently solve operational issues

– Drive process & system automation to enable a better customer experience and a more scalable system to support our growth & expansion

– Use customer feedback & operational insights to identify product & delivery gaps

– Recruit, select, train, assign, schedule, mentor, counsel, and discipline employees

– Design a forecasting system to ensure accurate management of workforce and expansion planning

– Build succession pipeline for all roles by continuously upgrading and mentoring team

– Ace stakeholder management for key initiatives that impact multiple teams across the organisation

– Work with Managers in the development of financial and budgetary plans

– Optimize processes and system to improve efficacy of processes and people and dollar spend

– Work closely with the AI and Development team to design solutions and product to improve the quality of product and drive efficiency


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