Senior Operations Manager Three Across

About Three Across

Job Description

Job Title: Senior Operations Manager Role offering: As a Senior Operations Manager, you will oversee and direct the activities of a number of campaigns along with all Operations Managers, Team Leaders and Staff assigned to his/her campaigns. Responsibilities: Responsible for a wide spectrum of responsibilities and must be able to multitask with ease and proficiency. Responsible for the regular and often daily interactions with all the company departments/ campaign team leaders and the whole management team. Maintain an open line of communication between staff and senior management. Responsible for all aspects of operations which include but not limited to monitoring operations staffing, provide temporary coverage and training; provision of excellent clientele service & problem resolution. Develop individual & team goals and implement a plan to carry out objectives. Ensuring compliance with all established policies and procedures. Also assisting the Operations Director in crafting operations procedures. Requirements: 12+ years of experience in International BPO & preferably someone who has experience in being a Senior Manager specializing in BPO Operations and Management or equivalent Third party outsourcing organizations experience is mandatory (Captive unit experience not required) Must have handled at least 250 - 300 FTEs/Agents/Associates Operational knowledge in areas such as people management, delivery, SLA, quality, revenue, billing, attrition, shrinkage, and experience in different LOBs (Banking, Fintech, Customer Service, Content moderation) Should have good track record of meeting and delivering targets Comfortable with 24x7 shifts Excellent verbal and written communication and customer service skills Experience: 12 Years+ Location: Mohali, India,