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Urgent! Group Operations Manager Job Opening In Pune – Now Hiring WNS

Group Operations Manager



Job description

Roles and Responsibilities:
Team Leadership & Management
- Supervise Team Leaders and their respective agents.
- Conduct performance reviews and coaching sessions.
- Foster a culture of accountability, engagement, and continuous improvement.
Operational Excellence:
- Monitor and analyze KPIs such as AHT, CSAT, FCR, SLA adherence, and productivity.
- Implement process improvements to enhance efficiency and quality.
- Ensure compliance with company policies and client requirements.
Client Relationship Management:
- Serve as the primary point of contact for client escalations and operational updates.
- Participate in client calls, business reviews, and strategic planning sessions.
Reporting & Analysis:
- Prepare and present operational reports, dashboards, and insights.
- Use data to identify trends, risks, and opportunities for improvement.
Workforce & Capacity Planning:
- Collaborate with WFM and HR to ensure optimal staffing levels.
- Support recruitment and onboarding of new hires.
Training & Development:
- Identify training needs and coordinate with L&D teams.
- Promote career development and succession planning.
Qualifications:
Education:
Bachelor’s degree in Business Administration, Management, or related field (preferred but not always required).
Experience:
- 5+ years of experience in BPO operations, with at least 2 years in a managerial role.
- Minimum Team size of 80 to 100 FTE's (Mandatory)
- Proven track record of managing large teams and delivering results.
Skills:
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Analytical mindset with proficiency in Excel, reporting tools, and CRM systems.
- Ability to manage multiple priorities in a fast-paced environment.
- Familiarity with Six Sigma, Lean, or other process improvement methodologies is a plus.
- Certifications (Optional but Advantageous):PMP, Six Sigma, COPC, or similar operational excellence certifications.


Required Skill Profession

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