Manager - Operations - International BPO

MANAGER (Operations)

JOB DESCRIPTION - MANAGER (Operations)

Expeirnece- 9+ Yrs

Location- Hyderabad Salary- 14 LPA US Shift Note- Candidate must have experience in International BPO- Banking Chat Process

Position Summary:

Operations Management:

- Monitor daily all areas of performance metrics (VOCM, Excellent, RTF, HOC & Quality Excellence, CHT, Attendance, SAM & other secondary metrics) to assure that standards are met across the board using the chronicle.

- Work with TLs to administer program and implement both client and in house policy.

- Ensure that operations is being managed accordingly on a day-to-day basis.

- Attend client meeting on a weekly basis or as needed to discuss the program performance based on the key operational metrics

-Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary.

- Monitor daily all areas of performance metrics to assure that standards are met across the board using the chronicle.

- Attending weekly operations review and present action plans to issues that need to be addressed.

- Collate and respond to operational issues as reported by TLs - as needed.

- Escalate operational issues beyond level of authority to Director of Operations - as needed.

- Inform Account Manager and Director for Operations when the system needed (system error/downtime) to handle calls is not working effectively - as needed.

- Submit weekly and monthly ops review report to Director for Operations.

Process Improvement:

- Minimize or manage at acceptable level the customers' complaints

- Work with Account Manager and Director for Operations to further develop program and implement policy - as needed.

- Work with the TLs in coordination with other groups in coming up with programs that will help further develop the associates.

- Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).

- Evaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.

Staff Management:

- Ensure that the Contact Center meets productivity standards - daily.

- Provide daily leadership and motivation to a team of up to 10 TLs.

- Conduct monthly one-on-one coaching to TLs and provide feedback to drive performance and reduce cost using data from reports on VOCM, Excellent, RTF, HOC & Quality Excellence, CHT, Attendance, SAM & other secondary metrics.

- Devising a strategic communication plan to ensure all changes are relayed on time and accurately

- Create incentives for all staff in conjunction with meeting performance measurements

- Conduct weekly meetings with TLs and discuss team and program performance, issues and share best practices.

- Design development plans for TLs.

- Prepare for succession plan if in case the position gets vacated in the future.

- Initiate and support all ESAT and workplace programs.

- Consult personnel / program issues to Director for Operations in terms of further decision making

Others:

- Perform tasks assigned by Director for Operations - as needed.

- Prepare composite reports from the individual reports of subordinates - weekly and monthly.

- Communicate and follow up as needed with other departments within the Contact Center about operational and personnel issues.

GENERAL SAFETY AND SECURITY RESPONSIBILITIES:

- Protects the organization's assets through upholding the principles of the Quality Information Security Management System (QISMS).

Be able t0:

- Be able to report information security related incidents without any delay to the right authority.

- Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality.

- Be able to participate during training, orientation and awareness programs pertaining to QISMS.

COMPETENCY REQUIREMENTS:

With Expert Competency Level in the ff:

- People Management/ Team Orientation

- Drive for Results/ Execution

- Discipline Management

Education and/or Experience:

- Graduation/post Graduation

Work demands:

- Has excellent communication skills

- Have excellent analytical and problem solving skills.

- Has excellent customer service orientation