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I would like to understand the exact job profile of an Operations Manager in a BPO/Contact Center/Call Center. How different is it from a Manager, Floor Manager or a Service Delivery Manager?
Could anyone throw some light on this?

From India , Mumbai
Operation Manager or Floor manager are more or less like same...
There core roles are:
Commitment to Continuous Learning
Conceptual Thinking
Customer/Client Focus
Developing Others
Initiative / Proactivity
Leadership
Strategic Business Sense
Teamwork and Cooperation
Performance Planning, Feedback & Evaluation
Project Management
Normally you can state difference like this:
When you are talking about Operations Manager in a BPO sector; he usually look after more then one vertical or client and more then 400 to 500 people are reporting under him including various AM, TL etc for different clients or vertical. Floor manager is a manager who is looking after floor in every aspect. Now, Floor manager is like a Commanding officer who could be a TL or AM or any other designation.
Regards,
Shvet Mehra

From United States , Irvine
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