Senior Manager - Operations - BPO

Job Description :

Key Skills :

- Ability to motivate and inspire agents

- Must have a strong eye for detail and a thorough understanding of client expectations

- Must display positive energy, service oriented attitude towards all agents

- Strong managerial, organizational, prioritization and classroom leadership skills

- Solid language fluency required (enunciation, clarity and professionalism)

- Team handling experience of 100-120 FTEs

- Person should be working on Manager Profile for at least 3 years

- Person should have an excellent experience of international Tech Support Processes like MS US, Symantec, Dell, AT&T etc.

Job Description :

This role is responsible for :

- Manage day to day circle specific operations. Meet or exceed revenue goals. Meet or exceed all performance goals. Meet or exceed all productions goals. Meet or exceed all

- ACCMs internal goals

- New training and ongoing training of ACCMs

- Manage assigned shifts throughout the week (proper escalation, list management, strategic seating, etc.)

- Supervise and/or conduct cross-trains and up-trains at the request of Client Services.

- Hold team meetings on a regular basis with the direct reports

- Document and communicate system and business process gaps

- Ensure process operates efficiently according to client and company measures

- Be directly responsible towards fostering the development of your team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counseling

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

Salary Range: 7-9 LPA