Clark Outsourcing Hiring for Operation Manager at Bangalore Full Time

Position Title: Operation Manager

Classification: Associate

Salary: 91155.72 Indian Rupee

Reports To: Accounts Manager, Client

Primary Relationships: Client Team

Date: March 2022

Schedule: 9am to 5pm IST (India Time)

Background:

BPO Operations Manager with 3+ years of experience running a BPO team. This includes onboarding agents, training them, scaling operations, and managing the team to ensure they are performing their roles efficiently. This individual will be the first hire for our India BPO and will help build the foundation for Zuma’s in-house virtual leasing agent team. You will work with the US-based operations team to establish a process for hiring, training, and managing the agents that we hire in India.

Responsibilities:

• Interview, hire, and train a team of virtual leasing agents in our India office

• Manage leasing agents day-to-day and ensure they are servicing the client accounts in a timely manner

• Manage and maintain work schedules for virtual leasing agents to ensure there is proper coverage

• Assist with running payroll and approving timecards as needed

• Attend weekly operations meetings with US and Philippine team to discuss portfolio performance and create weekly action items that will be taken back to the virtual agent team

• Provide agents with constant coaching to ensure they are properly engaging with our leads and improving in their performance week over week

• Maintain spreadsheets and other important internal documents

• Pull client reports as needed for management

• Maintain internal reporting system in Monday.com

• Contribute to weekly Ops Manager meetings

• Contribute to weekly agent all-hands meetings

• Surface escalated issues by agents to management as needed

• Provide product feedback from agents and team members on product and processes

Requirements:

• Minimum 2-3 years of experience as a BPO Operations Manager or Operation Manager of a similar type of team

• Experience interviewing candidates and building a BPO or Operations team

• Proven ability to build relationships with internal and external stakeholders. Strong follow-up and communication skills are keys to success here

• Ability to handle multiple priorities under tight deadlines, with a track record of delivering results and a “get it done” attitude

• Strong ability to multitask, handle fire drills, and work in ambiguity Zuma

• High EQ, with a bias towards empathy

• Analytical skills and a bias towards using data to make decisions. You should be able to identify and analyze trends and determine the next steps.

• Willingness to get your hands dirty and lead by example

• Excellent understanding of technology, software applications, and phone and computer systems

• Advanced customer focus and customer service skills

• Exceptional training and coaching skills to motivate employees

• Great verbal and written communication skills

• Ability to remain calm and in control of a situation

• Strong Excel (or any equivalent, e.g., Google Sheets) / Powerpoint skills

Job Types: Full-time, Regular / Permanent

Salary: ₹91,155.00 per month

Schedule:

• Day shift