Should possess ability to determine operational strategies by conducting needs assessments to drive productivity /Quality & deliver on performance SLA.
Ensure that established SLAs and KPIs for the process are achieved monthly.
Thorough experience in Client Management and Interaction.To conduct weekly and monthly internal and external performance reviews & prepare strategies to improve and better performance Managing staff attrition, staff training and development, identify training needs.
Ability to liaise with relevant support departments and business stakeholders Account management and relationship development Ability to meet financial objectives/estimating requirements, cost benefits, capacity,
workforce planning as well as planning for hiring and training.
Ensure that the day-to-day operations of the process is running smoothly in accordance to prescribed requirements and as per the policies and same has been are adhered by the team members Responsible for developing processes to ensure achievement of metri goals.
Work closely with client to establish quality culture in the center.
This includes implementation of quality monitoring, calibration sessions, feedback analysis, customer satisfaction surveys, rewards & recognition.
Develop the KPIs for Team Leaders, Trainers and Agents, and ensure action plans are consistently followed for staff who do not meet performance targets.
Establish and maintain a friendly, fun and high team-spirited environment promoting a high-level of customer-centricity.
Conduct regular audit of operations Responsible for reviewing and tracking the progress on the action plans shared by the internal teams and highlighting deviations Have fair knowledge on Revenue generation and focus on P&L.
Responsible for maintaining discipline and absenteeism of team on the floor To assist new members of the team by updating knowledge & bridge process gaps Abide by companies and clients Information Security policies.
Minimum 8 years of experience and worked as Manager in an international BPO only for a minimum of 1 years Manage a large and diverse team of TLs / CSAs working towards pre-defined targets Should have managed both Voice
Inbound and Outbound Data & trends analysis and devising coaching and feedback plans for team and group leads Good people management and development skills
Confident & Capable to interact/manage and handle the clients efficiently.Aware of US regulatory guidelines and requirements Should be able to view the issues end-to-end and develop action plan with tangible deliverable.
Should manage knowledge; replicate best practices to improve process performance.
Should be happy to work in night shifts, however should be available at 24X7."
- Experience 4-8 year(s)
- Positions 1
- Industry /