Operations Manager

Total Rcm Solutions

8 - 10 years

4 - 9 Lacs

Bengaluru

Posted:6 hours ago| Platform:

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Skills Required

Operations Management key client engagements Call Center operations Client reporting service delivery CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Lead day-to-day call center operations, ensuring accurate, efficient service delivery in alignment with client SLAs and campaign expectations
Collaborate cross-functionally with quality, training, workforce, recruitment, and IT teams to execute strategies that drive operational and performance outcomes
Monitor team performance and real-time metrics (e.g, service levels, adherence, FCR, transfer rates), and lead coaching, feedback, and escalation processes to optimize results
Maintain technology uptime and reliability by coordinating with IT and system support teams on CRM platforms, telephony systems, and contact center tools
Produce accurate performance reports, summaries, and presentations, supporting internal reviews and client reporting with professionalism and insight
Track and analyze KPIs regularly, identifying trends, performance gaps, and process inefficiencies; implement timely corrective actions to stay on target
Serve as the main liaison with the client, ensuring expectations are understood, communicated effectively to teams, and operationalized consistently
Stay current with industry regulations and technology trends to inform process improvements and ensure compliance in a regulated financial services environment
Participate in key client engagements, including MBRs, calibration sessions, and operational reviews, ensuring follow-through on commitments and continuous improvement
Promote a culture of inclusion, equity, and respect, upholding diversity across gender, caste, religion, and backgrounds while fostering a collaborative team environment

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