DM/Mgr - Ops - Domestic BPO Outbound

Role - Deputy Manager/ Manager (Ops)

Process: Domestic BPO Outbound Sales

Competencies

Key Parameters

Think Strategic

(a) Big Picture Perspective:

- Understands the process vision & has the ability to translate the same to the team

- Demonstrates an understanding of the impact of team's performance on sub /process objectives

- Reviews own actions against the process objectives

- Identifies long term issues, problems or opportunities for the team

(b) Business Acumen:

- Appreciates the inter-dependencies between teams/functions

- Understands impact of business metrics on profitability

- Suggests solutions based on inferences from the data

- Demonstrates expertise in functional knowledge

- Demonstrates functional expertise to coach/mentor peers/team members

- Manage P/L of the process.

- Drive Results

(a) Planning & Organizing:

- Cost optimization and maximum utilization of resources for productivity

- Comes out with new ideas for process improvements to enhance customer service.

- Responsible for preparation of process budget and manpower.

(b) Directing & Monitoring:

- Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact.

(c) Accountability:

- Manages Average Handling Time (AHT) as per SLAs

- Accountable for the production and quality targets of the Unit

- Managing the profitability of the process

(d) Problem Solving & Decision making

- Is able to identify problems and take decisions independently

- Provides solutions to individual and organizational problems

- Partner with Customers

a) Relationship Building

- Coordinating with the client on process related issues and updates

b) Passion for excellence

- Manages daily performance to ensure that all Associates and Team Leads are meeting SLAs.

- Meets/exceeds service and quality levels as assigned by Management/Client.

- Uphold Our Client/Company values

- Lead People

a) Managing Self

- Identify and participate in training / developmental programs

b) Inspiring others / Managing teams

- Responsible for driving Unit of Excellence by managing a team size of 100-125 Associates through 5 Team Leads & 2 AMs

- Works with Cross-Functional Teams to ensure that both internal and external customers needs are met.

- Manage the Quality and Training functions.

- Coaches and mentors Associates, Team Leads & AMs

- Optimum utilization of resource to meet productivity.

- Interview candidates to ensure quality of Hire.

- Conducting performance appraisals

- Identify key people and mentor leaders

- Conducting team reviews, submitting progress reports of the team to the Program Lead

Desired Knowledge, skills and attitudes:

- Outbound Sales experience is a must preferably in Hotel and Leisure domain

- Excellent communication skills (verbal and written)

- Ability to exercise tact and good interpersonal skills

- Time management skills

- Analytical skills

- Problem solving skills

- Self-motivated and a self-starter

- Sound Knowledge of English and other regional languages as required

- Excellent client relationship Management skills

- Good understanding of the Domain

- Knowledge of Billing and managing P&L

Desired qualifications (including certifications):

Graduates / Post-graduates (Min 10+2+3/ 10+2+4)

Desired years of experience:

- Minimum 1 year of experience as an DPM / Mgr. with an overall experience of at least 7 years

Internal Customers, if any :Operations & Shared Services Teams

External Customers, if any :Client

Contact - himashylaja.mutt@teamhgs.com