Operations Manager at Taskus in Indore, India

Job description

• What does an Operations Manager really do? Think of yourself as a leader and the master of your department, so not just anyone is qualified for this role! Here at TaskUs we make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch.
• Come on now, we need your full attention because it’s time to imagine what it’s like being an Operations Manager.
• Imagine yourself going to work with one thing on your mind: that in most companies, it’s all about the KPIs but in TaskUs it’s all about solving business problems through innovation. As you tackle your new tasks for the day, you know that it will all lead to one thing that your department believes in: to provide the best possible customer experience to your clients.
• As Operations Manager, you are also responsible for making sure that KPIs are being met consistently. You need to come up with ways in which to effectively make each employee reach their best potential. With this, you must also be creative because you need to devise effective plans on how to make each employee reach their target. As a leader, you must also gain the trust and respect
• of your employees because let’s face it -- how can you lead when people don’t believe you? You need to be able to reach out to them, drop by their workstations, have short chit-chats, and make them feel important. You need to be able to identify their strengths and weaknesses, take advantage of them and assign them tasks that will help them work on their weaknesses and showcase their
• talents. This way, you are able to manage relationships better and develop people at the same time.

Responsibilities

• ○ Handling multiple SOW for different verticals of campaign
• ○ demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
• ○ Liaising with different department to ensure smooth and effective operational delivery
• ○ Translate business strategy into day to day delivery
• ○ Collaborating with different stakeholder for new launches if any
• ○ Stakeholder management ensures there is smooth communication between all the
• departments.
• ○ Responsible for all aspects of operations which include monitoring staffing,
• temporary coverage and training, delivering excellent client service
• ● Client Relationship Management
• ○ Ensure delivery of Client KPIs/ targets including day to day service levels, customer experience, quality and compliance measures
• ○ Manage and develop the operational client relationships by conducting (where
• appropriate) operational client review meetings and day to day ops liaison with client
• ○ build and maintain strong client relationships
• ○ Ensuring smooth transition of new business
• ○ Ensuring all the KPI’s delivery as per SOW agreement with client
• ● Profitability Enablement and Purview of finance & revenue
• ○ Timecard management to ensure no loss of productive hours
• ○ Timely updation of v7 revenue file to ensure zero discrepancy on projected vs actual revenue
• ○ Timely generation of invoice
• ● Team and People Management
• ○ Execute a well-defined Communication and Engagement model in place to ensure that the team understands the performance of our business and also that they understand the needs of their teams.
• ○ Effectively managing and coaching Team Leaders.

Requirements

• Since this is an Operations Manager post, we’d need someone who already has the skills to even call themselves a Manager. We’re looking for someone who has strong interpersonal skills, verbal and written communication skills and most importantly empathy. Someone who has a high affinity and cultural awareness of political and social situations regarding the relevant market and region
• that will be supported.
• Someone who has at least three years of related working experience, preferably someone who already knows how the system works -- specializing in customer experience operations and management.
• We need someone who is responsible and has a good track record of meeting and delivering targets. Someone who can articulate him/herself well enough with others, like teammates and clients. We need someone who can multitask and work in a fast-paced environment. Someone who can lead and is great in analyzing situations and data.
• ○ Must have the ability to work well in a team environment, as well as alone
• ○ Must demonstrate the ability to effectively manage time, prioritize tasks and work within deadlines
• ○ Demonstrated ability to perform well in a rapidly changing and extremely global tea
• ○ 2+ years’ proven experience in an Operations Manager position
• ○ Excellent ability to delegate responsibilities while maintaining organizational control of team and customer service
• ○ Highly trained in conflict management and business negotiation processes
• ○ Knowledge of general business software and aptitude to learn new applications; proficiency in Gsuite (Word, Spreadsheet etc)
• ○ Proven track record of collaborating with a team in problem solving.
• ○ Be energetic, positive and have the ability to listen hard and change fast.

Skills

Required

• strong interpersonal skills
• verbal and written communication skills
• empathy

Benefits

• What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.