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Job Description
Job Title
India BPO Operations Assistant Manager
Job Summary
India BPO Operations Assistant Manager is responsible for managing the relationship with third-party vendor contact center. This position monitors contact center performance results, develops and executes action plans to ensure business goals are achieved. He/she is responsible for identifying root causes and developing corrective and preventive action plans for improving customer experience. He/she works with on-site third-party contact center vendor management to ensure understanding of business goals. This position manages others within the department and should be ready for India night shift. The position reports to Operations Manager.
The selected candidates will cover either of the three skills and regions:
- 1 Preferred Customer Service US Domestic
- 1 Canada Customer Service & Preferred Customer Service
- 1 US International (US Import Export, US International Preferred Customer Service)
Job Duties
Analyzes Contact Center Data
- Reviews operating plans to evaluate performance indicators (e.g., average handle time, average speed of answering, first contact resolution, units per hour, etc.).
- Assesses performance indicators to determine areas meeting and falling below business expectations.
- Creates and executes cost, quality, and production action plans and reports to evaluate departmental progress.
Manages Contact Center Operations
- Creates departmental metrics and tools to achieve scorecard objectives and monitor performance.
- Creates and oversees the execution of action plans to ensure operational efficiencies.
- Performs crisis planning to develop contingencies and mitigate risk to UPS.
- Identifies and suggests end-to-end process improvements to improve contact center operations.
- Manages operation to ensure first contact resolution and accuracy to ensure the proper customer experience.
- Identifies operational changes (i.e., equipment and staffing) as needed to ensure calls/emails/chats are handled efficiently and service commitments are met.
- Monitors absenteeism, shrinkage, CCRG escalations, new hire training, weekend staffing, etc. to improve overall performance.
- Develops annual department business plan, cost analyses, and impact reports to support departmental operations.
Maintains Contact Center Vendor Relationships
- Conducts operational review meetings with on-site third-party call center vendor managers to review performance results for each skill level (e.g., tracking, etc.).
- Works with call center vendor management to identify root causes for performance issues, create action plans and work to improve performance of MHNs.
- Monitors action plan progresses to determine next steps.
- Audits and identifies gaps in billing/invoice provided by vendor partners every month.
- Submit monthly invoice for required approvals.
- Manages weekly business review calls and calibration calls.
- Monitors business continuity planning on regular basis.
Education
Bachelor's degree in any stream
Experience
Working experience in call center/customer care will be preferred
Requirements
Ready to relocate to Bangalore as the position will be based on-site at the Conduent Bangalore location.
5 days Work from office
Flexible with shifts/working days
Ready to work in India night shifts
Relocation Cost:
UPS will not cover any relocation costs; candidates will be responsible for covering these expenses themselves.
Employee Type
Permanent
UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.
