General Manager - Operations - BPO

Position: General Manager Operations.

Role:

Job location: Bangalore

- Design, Document and Deliver processes required to deliver services to the Customer

- Assessing efficiency & effectiveness of the processes and recommending process improvements based on best practices.

- LeadingSupport Transitions and delivering comprehensive end to end Support Model

- Establishing relationship with various internal / external stakeholders to garner support required for the projects and keeping a close track of the developments in the field.

- Delivering Support Process Trainings to Stakeholders and Mentoring Support staff on value creation

- Planning project activities viz., scoping, estimation, tracking, change management, delivery management & post implementation support.

- Periodically auditing processes and addressing any compliance related issues.

- Coordinating with Account Managers/Sales team/Program/Project teams, Infrastructure leads to ensure sufficient process/product knowledge has been transitioned to Support teams.

- Defining and measuring Performance Metrics for Desk agents.

- Managing a large vendor base and creating a performance metrics for their evaluation.

The ideal candidate.

- Someone who comes from a process based BPO

- Is a metrics driven person, analytical with processes and outcomes.

- Meticulous vendor manager.

- Handled about a team of about 30-50 people. Good peoples leader.

- Between and voice based and a non-voice based BPO- preferably a non-voice based but not a must.