General Manager - Customer Service Operations - BPO

Job Responsibilities:

Responsible for maintaining client relationships to be able to build the business further and provide opportunities of growth

Lead the transition of new work queues and growth of the business

Responsible for Operations Management, Crisis Management - the position holder would need to ensure delivery of the process, as per the agreed client SLAs.

Would be responsible for developing the Managers, team leaders and their teams on process skills and other competencies.

Ensuring high levels of employee satisfaction translating into process innovation and high retention rates.

Ensure timely response and action on customer inquiries and lead relationship calls.

Delivering on SLA/Revenue parameters by managing the floor performance and analyzes volume trends, gathers, tracks and reports productivity metrics.

Identifies training gaps, gives feedback, provides coaching, and motivates members for high levels of performance and conducting performance reviews.

Responsible for taking care of Appraisals, give feedbacks and improve the process efficiency.

Desired Profile

Minimum 15 Years of experience in BPO Industry for Global Client (Voice and Email both)

Proficiency in client communication and escalation management.

Proficiency to supervise, lead and manage effectively staff members.

Excellent verbal and written communication skills to technical and non-technical audiences of various s levels in the organization (e.g. executive, management, individual contributors).