Group Manager - Customer Service Operations - BPO

Position Description : Group Manager - Panchkula

REPORTEES : Team Managers

REPORTING TO Operations Manager, Customer Service

CTC - Upto 15 L.P.A

Experience : 8-10 + years work experience with 5-7 years of People Management experience required .

Applicant need to be in People Management role managing People managers for a minimum of 2 years.

Immediate joiners preferred .Max notice period upto 30 days only .

Roles and Responsibilities:

People Management:

- Lead and handle a team of 4-8 Team Managers and 200+ Customer Service Associates; responsible for the overall direction and performance of the teams.

- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.

- Carry out supervisory responsibilities in accordance with company policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding employees; and effective conflict resolution.

- Handle the career growth and development of the Customer Support team by driving focus on Leadership Principles.

- Responsible for Training employees; planning, assigning, and directing work; rewarding employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department.

- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments.

Operations and Project Management :

- Handle workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team.

- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives.

- Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization.

- Works to build and maintain customer trust.

- Solving complex customer support issues and proactively heading off negative service trends.

- Identifying and eliminating root cause barriers to accuracy, productivity, and quality

- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.

- Developing and achieving performance goals and objectives in order to achieve customer support expectations.

Knowledge & Skills Required:

- Degree in a relevant field required.

- 8-10+ years work experience with 5-7 years of People Management experience required .

- 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day.

- Applicant need to be in People Management role managing People managers for a minimum of 2 years.

- Demonstrate ability to be a strong team player, behaves like an owner, and ultimately focused on delivering results with high standards.

- Ability to demonstrate consistent effort, intense commitment, and willingness to go above and beyond when needed.

- Ability to take initiative without being asked to. Plans efficiently while avoiding analysis paralysis

- Strong communication skills as well as a strong technical and analytical aptitude are required

- Comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving with a committed passion for excellent customer service.

- Ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extraordinary customer-focused and metrics driven environment.

- Ability to be a cost owner and drive cost effective measures in the department and across the organization.

- Ability to handle and drive process related automation with technical team where needed

- Successful experience in Operations with demonstrated progressively increasing responsibility.

- Advanced knowledge of Excel, strong presentation skills

Preferred Qualifications: 

- A Master's Degree in Management is preferred

- 4 plus years experience with Customer service processes would be an added advantage

- Project Management experience.

- Strong candidates may come from a background in operations in ITES/IT/ Hospitality/Retail / (operational excellence expertise in the form of black belts/ green belts or equivalent work exp. would be desirable).

- Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills and optional knowledge of SQL, SAS, or PERL skills.