Manager BPO Back Office

2COMS Consulting Pvt. Ltd.
  • Ahmedabad
  • 7-16 lakh
  • 8-13 years
  • Views
  • 19 Jul 2017

  • Customer Service

  • BPO/ ITES/ Call Centers
Job Description

To promote a customer first culture putting the customer at the very heard of every decision

Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the local market
Identifies causes for non-achievement of SLAs, develop solutions and execute the same

Ensure that the MSA is met at all times

Reviews and analyses performance reports against targets on a weekly/monthly basis with Team Managers and with stakeholder to investigate causes for performance deviations

Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc

Conducts dip checks of parameters that impact performance to ensure data integrity

Conducts weekly reviews with team managers and open house with the entire floor to be updated on all floor issues / concerns
Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.

Monitors compliance adherence through timely audits, generating awareness on the floor etc
Participates in client / internal review calls and handles escalations

Breaks down barriers (structural, functional, cultural) between teams, facilitating the sharing of expertise and resources
Recognizes and diffuses potential negative impact arising from cultural conflict

Ensures that standards and safeguards are in place to protect the organizations integrity (e.g., professional standards for financial reporting, integrity/ security of information systems)
Anticipates change and makes large or longterm adaptations in organization

Accountabilities :

Lead and inspire reporting teams to provide world class levels of customer service. Develops strategic plans considering shortterm requirements as well as long-term direction
Creates and acts on opportunities for interactions that leads to strong partnerships within and external to the organization
Suggest process improvements and drive team to innovate continuously using process re-engineering, digitalization and automation
Sets overall direction for how resources and assets are to be used in order to achieve the vision and values

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About Organisation

2COMS Consulting Pvt. Ltd.