Operations Manager BPO (International Voice Process)
Job Responsibilities:
- Manage performance of the team
- Deliver on SLA commitments based on the contract
- Meet and exceed customer satisfaction goals
- Daily/Weekly/Monthly/Quarterly reporting of SLA performance
- Attend daily calls with client
- Employee retention to meet client targets
- Proactive management of business/operations trends
- Planning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employees
- Work with WFM team on a weekly basis for capacity planning based on volume forecast
- Formulate continuous improvement plan
- Coordinate with IT team to fix all IT related issues for the team
Operations Management
- Set and review KRA's for the team, align their goals to the overall objectives of the organization / client
- Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders
- Capacity / Resource planning and management
- Liaison with cross functions across the organization addressing the needs of the team members
- To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)
- Business continuity planning & risk management
- Create, generate and publish reports with the help of MS office tools
- Proficiency in tools & CRM systems
- QA forms and understanding it's impact to customer experience
- Reporting/Analytics to monitor metrics and take actions necessarily and target improvements
Skill Development:
- Addressing skill gaps in Product / Process / Technology / Communication
- Mentor Leads & respective team members
- Plan relevant training programs working with respective groups
Project Revenue & Cost Management
- To manage revenue & cost management
- Operate on planned budget
- Resource planning (People / IT)
Client Management:
- Ensure client management with 100 referenceable customers
- Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders
- Set and manage client expectations
- Identify potential new business opportunities
- To take complete ownership of the cases and to take feedback on negative surveys
- To handle deviations and carry out risk analysis
Quality Management
- Create and improve process guidelines and framework
- Drive adherence and compliance to organizational / quality standards
- Formulate action plans for consistent service delivery quality
- Create preventive and corrective action plans on customer or Client comments /feedback
Eligibility Criteria :
- Minimum of 24 months experience in JL3A Grade and above
- Minimum of 2 Years in Project handling and client interactions
