Senior Group Manager - BPM Operations - Shipping & Logistics Industry

Location : Current Location Pune, but will have to move to Nashik gradually, so need someone open for that movement within a year)

Domain : Shipping & Logistics

Role & Responsibilities:

1. Incumbent with a strong 12+ years of experience in operations or CX operations.

2. Should be able to manage a large team and responsible to deliver client mandated KPI that include TAT and accuracy.

3. People Management, Workforce planning, Shrinkage / Absenteeism management, Attrition management, People development.

4. Compliance to internal and external Audit requirement Ensure timely update of incentive and NSA.

5. Exp. in (CX) across various channels such as Voice, Non-voice, and Chat.

6. Should have strong exp. in operations and be good with data and numbers (Data Analysis,

Client Management, Team Management and Stakeholders Management.

7. Should have managed a span of 200 FTEs

8. Effective and Strong communication (Written and Verbal)