Job Description

ROLES: Document processes & systems being in the deployment at Triveni. Design & implement team-wise internal KRAs & reports, to adequately monitor & ensure the output performance of the team members. Internal followup & discipline to ensure the processes being followed. Handle Operational challenges ground up - handling operations wherever required. Manage various teams - including most of the operations at Triveni. Handle troubleshooting & exception cases, wherever required in the system - ground up. Implement discipline, HR & quality standards in the system - including the admin policy & frameworks. Handle Admin issues related to the office. Generate reports – daily, weekly or monthly, with respective teams, till they become part of the system. While on paper this is a 10 am to 9 pm or 9 am to 8 pm job, the nature of work will require the person to be available for any exigencies or even on Sundays 24x7. The selected candidate will be joining with some more basic tasks - and must demonstrate capability & maturity through them to grow into the actual role described here. PREREQUISITES: Preferably from a BPO / KPO / backend operations background, with strong customer support & sales angle to the work Discipline to work & monitor process implementation strongly, even capacity to think through & document newer processes when required Structured, organized & strong documentation oriented thinking Must have a very strong, clear & polished English & Hindi oral & written communication Must have an undergraduate or master's background in any discipline from a reputed organization, with distinction like academic results Experience Required: More than 5 yrs experience in operations, managing & leading a multi-disciplinary team of more than 30 people, or as a business unit head