Senior Manager - Operations @ Firstsource

Job Overview:
Reporting to the DGM Operations - The holder of this role is responsible for ensuring smooth workflow on the floor and the overall production targets, productivity, performance and quality. The role entails building a strong and effective operations team and ensures that the team leaders and the associates meet the required standards.
Key Roles and Responsibilities:
Operational:
Assists and supports the DGM- Operations in planning, organizing, executing and achievement of production goals and targets.
Provides necessary inputs to the Operations Head on bandwidth, connectivity, database functionality and reporting.
Responsible for optimal/ cost effective scheduling and smooth running of the production shifts.
Schedules periodic meetings with the team and QA team to review performance, audit reports and discuss any corrective measures needed/ initiated because of any deviations.
Implement Process Improvements, coordinate with the Quality improvement team to build effective audit mechanisms & procedures to improve the overall service quality.
Implement productivity improvement through Six Sigma Techniques (Quality).
Maintain staffing and scheduling of department personnel to provide quick response to customer calls.
Actively involve self towards building a culture conducive for employee productivity.
Develops and guides the work structure and workflow, studies and standardizes procedures to improve efficiency and effectiveness of operations, assigns duties and examines work for accuracy, and conformance to policies and procedures.
Firstsource Solutions Limited l Confidential | November 27, 2020
2
Supervises and coordinates the activities of Assistant Managers and Team Leaders to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing.
Key Performance Indicators:
Individual and team KPI's metrics
Customer Satisfaction
Employee Engagement and Talent Development
Business Transformation
Reporting Structure:
Reporting to the DGM Operations
Qualifications
Success Profile:
Qualification & Experience (Critical and Desirable)
Experience
Critical:
Graduate in any discipline
Overall 10 plus years in the industry & 4-6 years experience in a Managerial role
Excellent knowledge of MS Office and especially Excel.
Highly Desirable:
Experience in Web -chat process will be an added advantage
Experience in Managing total span of 125 150 FTE's
Personal Attributes/Traits Competencies (*Include 1 of the key competency role for TLs and below) Consultative Business ForesightSocially confident
Influencing Others Achievement oriented Fostering Partnerships With Customers
Decisive and action oriented
Managing Transformation Creative Driving Excellence
Firstsource Solutions Limited l Confidential | November 27, 2020
3
Eager to learn
Leading Teams Resilient Working Across Boundaries