Ops Mgr - Telecom Customer Service - BPO

We have an urgent opening for the role of Manager Operations with a leading International BPO based out of Gurgaon.

We have an urgent opening for the position of "Manager Operations" in Gurgaon for a leading international BPO.

Location: Gurgaon

Shifts: UK Shift Timings

Process: Telecom Customer Service

Salary: 12 - 14 LPA

This position is responsible for coaching and supporting Team Supervisors in a Service Center/Operations environment. This position is also responsible for ensuring client service levels and budgets are met on a consistent basis.

Principal Duties and Responsibilities:

- Analyze performance results and implement department improvements

- Customer service, Retention, Client management, CSAT, People management.

- Plan for upcoming organizational needs and implement strategies in a proactive manner. Analyze and maintain all Client Service Level Agreements.

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

- Maintain understanding of client specific training.

- Resolve escalated customer complaints.

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

- Work with support departments to ensure staffing strategies are effectively executed. Achievement of budgetary measurements.

- Maximize revenue generated efficiency.

- Support long and short term financial projections.

- Responsible for expense management.

- Support the data collection for billing process, including ISRS, billable/non-billable hours.

- 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 counseling; and coordinating, planning, and assigning work for staff in accordance with the organizations policies and applicable legal requirements.

Experience in Inbound Customer Service Voice Process is mandatory.

Interested candidate may please forward their resume at mitali@jobshapers.com