Manager - Operations - Domestic BPO - Telecom

We are looking for Position - "Operations Manager"

Years of Exp: 8-12 Years in Domestic BPO, Telecom

CTC:8-10 Lakh

Job Location: Dehradun

Please Go through the Below Details:

Department:Operations

Reports to:Site Head

Reporting to Ops Mngr are Asst Managers & TL

SKILLS:

Client & Customer Focus

- Solid work experience with Customer Service, Support or Sales (as relevant)

- Proactively works with customers to establish rapport

- Demonstrates knowledge and understanding of products and services available to the customer

Working with Others

- Supports colleagues by helping on customer contacts within area of expertise

- Is punctual at all times, recognizing the importance of this to colleagues & the smooth running of the team

- Passes on useful information to team

Developing Others

- Encourages and helps others to improve performance in line with business goals

- Gives on the job coaching and developmental support

Confidence & Communication

- Communicates effectively & comfortably in writing and verbally with internal & external customers

- Adapts communication style to the customer

- Presents a professional, friendly and caring image to the customer

Performance Focus

- Consistent in delivering customer standards and service levels despite repetition of task

- Tracks results and achievements against plan

- Maintains quality customer handling of calls despite difficult nature

Leading Others

- Excellent time management and organizational skills

- Provides clear direction that others follow whilst being proactive, enthusiastic, motivated, and flexible

- Takes action to make individuals and a team more effective

Solving Problems

- Ability and aptitude to recognize potential problems, unfavorable trends, and areas of weakness before they materially impact the operations and/or create an unfavorable impression on the client

- Evaluates alternative solutions to problems

Change Focus

- Responds positively to changing requirements or team changes

- Accepts and adapts to the changing environment

Influencing Others

- Uses logic to persuade

- Plans and tailors an influencing approach

Technical Application

- PC literate, with a working knowledge of industry standard packages (e.g. Microsoft Word & Excel.)

- Has a high level of company and product knowledge to ensure the customer is given full and correct information.

- Keeps up to date with product developments, through self-study on internet etc.

JOB Responsibilities:

The Manager is the immediate floor manager that support and manages Customer Service Associate (CSA) teams on a day-to-day basis.

- Directly responsible for 400-500 CSAs depending on process requirements. They are responsible for ensuring the highest level of service for our clients; promoting development, growth and providing leadership that promotes and encourages teamwork.

- Manage a large team comprising of AM- s, Shift In Charge and Team leaders with 500 plus agents for a Voice.

- Relationship management with clients and handling escalations for quick resolution. Client coordination. Service delivery (24 X 7 Operations). Achieving operational efficiencies & targets. Ensuring high level of quality deliverable & customer satisfaction. Analyzing MIS reports to capture trends and process improvements. Scheduling and optimization for better agent utilization.

- Change management through coaching and mentoring. Training need analysis. Reward and recognition for employee motivation. Appraisals, retention and recruitment.

- Performance management for higher performance and regular reviews with the teams. Coordination with support departments and other functions.

- Process improvement and implementation. Ensure SLA compliance by regular quality checks and reviews.

- Review key MIS, identify areas of non-compliance & evaluate options to address the same. Lead involvement in Cross functional initiatives/projects.

- Identify process improvement opportunities and champion them as PE Projects. Identify potential issues that may arise in the performance matrix of a process & tackle the same on a proactive basis.

- Ensure that action is taken on the gaps identified by the Internal Audit team and are bridged at the earliest. Evaluate and compute the FTE + Bench ratio on a process-by-process basis .Ensure adequate staffing based on process requirement, attrition trends, process complexity etc.

- Front-end with the client on all process related issues including negotiation on SLAs. Interact with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential dissatisfaction. Manage customer relationships on an on-going basis .Provide input required for attracting potential customers. Determine staffing requirements on a continuous, proactive basis & develop a plan to fulfill the same.

- Resolve all people issues escalated by the Manager, determine their satisfaction levels & identify means of positively impacting the same. Appraise each Team Leader, create a development plan and identify training needs.

- Demonstrate strong Customer Service ethic in the team through active communication, regular updates & meetings.

- Develop leaders and teams that can shoulder high levels of responsibility by coaching, mentoring and motivating. Identify capability gaps & ensure that the resources required to bridge the same are provided.

- Develop career paths for key positions within the department. Act as a role model & ensure high levels of accessibility for employees at all levels. Escalate issues that have larger organizational impact in a timely manner. Provide input for organizational policies and procedures.

- Ensure that there are contingency and back up plans in place. Work with the HR Team on rolling out Performance Management Programs, HR Policies, retention plans, etc.

% Of time spent

(Must add up to 100%) Task/Accountability

60% - Ensure employees have a clear understanding of company's business goals, performance expectations

- Promotes an effective working environment

- Provides leadership while coaching CSA's to improve skills and ability

- Conducts root cause analysis to identify performance improvement areas

- Provides continuous feedback in the areas of recognition, corrective action and succession planning

- Monitors a minimum of 10 calls per CSA per month (exact number will vary by process)

20% - Building team cohesiveness through staff meetings, team goal setting and brainstorming

- Working with the Training team, responsible for the development of CSA's including on the job training, motivation and coaching to reinforce required skills.

- Creates and implements incentives to inspire the achievement of set goals.

- Responsible for follow up and resolution to CSA issues.

15% - Responsible for the daily operation and productivity of assign projects

- Consults with HR on matters of recruiting, hiring, corrective action and discharge

- Administers company's policies and procedures consistent with sound judgment and an element of fairness.

5% - Works on other projects as requested.

Manager
Contact Number: 9036779046