Assistant Manager-Operations

2COMS Consulting Pvt. Ltd.
  • Bangalore
  • 10-15 lakh
  • 5-8 years
  • Views
  • 06 Jun 2017

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

-Oversee overall planning and performance of a particular market
-Ownership for overall delivery of service level components, quality and productivity targets & indicators for a particular market
-Determine operational strategies for particular market - conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
-Actively contribute towards improving operational systems, processes and policies or build effeciency
-Establish technical specifications, and production, productivity, quality, and customer-service standards for particular market
-Long-term planning, including initiatives geared toward operational excellence.
-Contribute to short and long-term planning and strategy for particular market
-Facilitate coordination and communication between support functions.
-Relationship Management: Build sustaining and productive relationships with customers and stakeholers
-Provide leadership, mentoring and coaching for the TL and reps
-Oversee and review escalations and the escalations process for the particular market
-Maintain employee performance records; track and report on performance outcomes
-Ownership and problem resolution
-Provide recommendations for product and process development based on customer feedback and analysis of the same.
-Contribute towards hiring and training of reps
-Ensure strict adherence to policies, processes, compliance guidelines among team
-Employee engagement and retention
-Explore new business/revenue opportunities within the existing client base
-Being a key point of contact for internal and external clients
-Maintain track of all pending/open items (internal and external) and ensure closure of the same within in an timely and appropriate manner

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About Organisation

2COMS Consulting Pvt. Ltd.