Operations Manager - BPO

Job Description:

- Analyse performance results and implement department improvements.

- Plan for upcoming organizational needs and implement strategies in a proactive manner.

- Analyse and maintain all Client Service Level Agreements.

- Ensure department operates efficiently according to client and company measures.

- Resolve escalated customer complaints.

- Determine appropriate staffing levels and implement strategies to ensure the efficient operation of the department.

- Work with support departments to ensure staffing strategies are effectively executed.

- Maximize revenue generated efficiency and expense management.

- Support long and short term financial projections.

- Development, maintenance and testing of the project's business continuity plan.

- Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counselling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirements.

- Would be a person who has driven C-Sat and Sales in an international voice based process. We are looking at a candidate who has handled a larger span of team.

- Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization.

- Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions.

- Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.

- Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback.

- Proven ability to analyse and improve work processes and policies.

Accountable for daily Operations and deliverables

Skills and specifications required:

- Financial analysis and budgetary skills.

- Work well under pressure, professional demeanour, and strong communication skills.

- Must have proficiency with various software applications, programs including email messaging applications, MS Office.

- MBA full time with minimum 6 years of experience in international BPO operations as a Manager/Assistant Manager.

- Good people management and team handling skills.

- Good analytical and problem solving skills.

- Should also have some experience in driving up-selling in the process.

- Strategic Management Understanding Industry trends Effective Impact and Influence Excellent Analytical & Problem solving ability.

- Identify and execute plans to eliminate operational inefficiencies using continuous improvement techniques.

- Be Proactive and implement controls to sustain operations.

- Lead, Motivate & develop team to meet & exceed deliverables.

IF ELIGIBLE, SEND YOUR CV at khushisharma1220@gmail.com