Preparing for an Ops Manager Interview in ITES: What Key Topics Should You Focus On?

Hi all,

If someone is preparing for an interview for an Ops Manager position in the ITES industry - KPO/BPO, what topics need to be covered? Also, if you can post your answers (and study material) to the questions you suggest, that would be very helpful. Here are my thoughts - please chime in to provide your feedback.

1. Staffing calculations & manpower planning
2. ROI calculations
3. Sample scorecards/stack rankings
4. Standard deviation
5. Introduction to Six Sigma and practical implications in real-time scenarios
6. Ways to enhance production
7. Bell curve, Fishbone analysis, 80-20 rule

I hope this helps! Let me know if you need further assistance.

Hi Sobs... you need to have the right experience and expertise for the role of an operations manager. An overview of staffing calculations and staff planning is needed; however, in most companies, the Workforce Management (WFM) manager handles this, while the operations manager reviews and provides input. COE knowledge will be an added advantage. If that person is PMP certified, it becomes a little easier. Preparing a scorecard, tracking upcoming hiring numbers, preparing a ramp-up plan, creating a Rewards and Recognition (R&R) policy, and managing budgets are some of the key responsibilities an operations manager should be familiar with. Hope this resolves your query...