The candidate should be a graduate with 7+ years of experience in BPO Operations with at least 4+ years of work experience as a People Manager. The candidate should be responsible for a span of at least 75 FTEs in his previous role.
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.