Operations Manager

Responsibilities: Capacity planning and staffing plans for the process based on medium term business forecast.Negotiating and finalizing SLAs with the Client.Establishing a review/ reporting mechanism with the Client.Developing and approving incentive plans.Be a Champion for process & performance improvement projects.Develop case studies, show case the business and participate in business acquisition.Review progress of attrition action plans and check effectiveness. Qualifications: Graduation (in any stream) or diplomaMinimum 10 years of work experience in Business Process Off-shoring.Candidates should have at least six year of supervisory experience in international Voice and/or back office business.At least 3-5 years BPO Operations Management experience in a Customer Service (BFSI Preferred)Voice and/or Back office Operations