Job Description

• Work closely with leads to decide the team rostering, shifts and team allocation

• Coordinates with Team Leads and resources as needed to ensure on-time delivery.

• Analyze workload, capacity planning and resource allocation forecasting.

• Participate and present data to discuss trends, status and action plans to meet targets.

• Proactively communicate to adjust the workforce plan based on changing volume.

• Effectively lead, motivate and direct the workgroup while being flexible in a changing environment.

• Effective communication to internal and external stakeholders on Operation status and changes.

• Performance management of team: Define, track and monitor KRAs for Leads and team.

• Accountable for adhering to defined SLA for key KPIs like Customer Satisfaction(CSAT), Customer Effort Score and Productivity.

• Hiring support- Proactively work with recruitment team to ensure right team is in place

• Work with Learning and development team to ensure right induction plan is in place.

Job Requirements/Qualifications :

• Educational Qualification: Graduation

• Should have 8+ years of hands-on progressive project/operations management work experience in fast-paced development/operations organization.

• Should have experience in running 24*7 support operation.

• Should have hands-on experience in Reporting, building Weekly, Monthly and Quarterly reports.

• Should have excellent communication (written and verbal skills), influencing and presentation skills, with excellent attention to detail.

• Deep insight of tools like Looker, Zendesk, etc is an added advantage.

• Should be able to communicate with the client, understand client requirements and provide data required by the client in a timely manner

• Should have experience in similar roles leading/managing global projects, which is essential for this role.

• Should be Data driven, result-oriented and should have proven ability to reach and exceed goals/targets in a dynamic environment.

Company Profile:

Salary: Not disclosed

Industry: IT / Hardware

Functional Area:

Role Category:

Employment Type:

Keyskills