Manager Operations - MNC BPO

2COMS Consulting Pvt. Ltd.
  • Gurgaon
  • Confidential
  • 6-8 years
  • Views
  • 12 Oct 2016

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

Roles & Responsibilities:-

Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
Establish & Manage Relationships / Engagement with the Clients.
Oversight of team organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
Responsible for following agreed governance model, escalation & communication plan
To ensure team members achieve agreed standards in relation to their job assignments.
To ensure training of new staff on the corporate policy rules to be adhered to
To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules
To monitor and document work schedule of staff and absences.
Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
Ensure that all audit related issues are brought to a close
Identify and drive continuous improvements and initiatives in process
Coach & mentor Team lead so that they are able to manage their teams better
Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
To ensure that all internal customer queries are followed up on a timely basis
Collaborate with internal teams.
To be the Key contact for all problems and queries with specific business assigned.

Essential Skills / Expertise required :-

Green belt certification would be highly desirable
Action Oriented, Integrity and Trust, Perseverance
Command Skills, Problem Solving, Drive for results, Standing along and Directing Others
Managing & measuring work
Ability to handle pressure
Very good finance and accounting skills
Problem solving, analytical and data entry mastery
Excellent verbal and written communications skills
Strong external and management reporting skills
Experience in Telecom process preferred

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About Organisation

2COMS Consulting Pvt. Ltd.