Senior Manager - Customer Service Operations - BPO

- Assisting and supporting the customer-facing initiatives

- Guiding and leading their direct reports, mostly front line managers

- Ensuring scheduling is done in a timely manner

- Determining priority and assigning tasks to team members.

- Delivery of SLA's & KRA- s, customer experience and compliance measures

- Process Improvements and automation initiatives

- People development and mentoring

- Ensure Customer communications are rolled out in a timely manner across various channels

- Ensuring deadlines are met for all customer-facing program outcomes eg: prizes, refunds, rebates credited as per schedule.

- Organizing and attending stakeholder meetings as required

- Providing administrative support.

- Organizing project team meetings.

- Liaising with different departments to ensure all deliverables are met.

- Keep stakeholders apprised with notifications.

- Act as the point of contact and communicate updates, challenges, roadblocks, if any.

- Ensuring work flows is followed and changed as required

Candidate Profile:

- Minimum Qualification- Graduate from a reputed institution. Preferred qualification MBA from a reputed university.

- Overall 8-10 years of work experience

- Experience in managing and coordinating projects/work orders

- Ability to coordinate activities across multiple teams

- Ability to plan and execute a plan

- Good communications skills ( written and verbal)

- Self-driven and able to resolve problems independently.

- Experience in team management, stakeholder management, people management