Senior Manager - Operations - Domestic eCommerce Process

Responsibilities:

- Team Leadership: Lead and manage large teams, ensuring high performance and effective collaboration.

- Operational Management: Oversee day-to-day operations, ensuring adherence to processes and achievement of performance metrics.

- Client Relationship Management: Maintain strong relationships with clients, ensuring their needs are met and expectations exceeded.

- Process Improvement: Identify areas for improvement in processes and implement strategies to enhance efficiency and effectiveness.

- Performance Metrics: Monitor and manage key performance indicators, including NPS, eNPS, P&L Account, and Revenue Management.

- Escalation Handling: Appropriately escalate client issues and ensure timely resolution.

- People Management: Exhibit strong people management skills, including team development, conflict resolution, and motivation.

Requirements:

- Experience: Minimum 15 years in the BPO industry with at least 1 year as a Senior Manager or 5+ years as a Manager.

- Education: College degree in Business Management/Administration or an equivalent combination of education and directly related experience.

Any graduate is acceptable.

- Experience in Domestic e-Commerce Process: Demonstrated success in managing domestic e-commerce operations is a must.

- Purely Voice Process: Extensive experience in voice-based processes is mandatory.

Skills and Competencies:

- Leadership Skills: Strong leadership and interpersonal skills.

- Communication Skills: Excellent verbal and written communication abilities.

- Performance Management: Knowledge of various operations and client metrics.

- Process Knowledge: Familiarity with NPS, eNPS, P&L Account, and Revenue Management.

- People Management: Ability to manage and motivate large groups of people