Senior Manager - Proctoring/Education/Test Assessment Operations - BPO

Senior Manager Operations (Proctoring / Education / Test Assessment Ops) - MNC BPO.

Job Description:

- This role requires the ability to manage a team of 40-200 HC and drive the end-to-end Operations activities along with a team of Proctors, SME's and Team Leaders.

- Understanding the client's expectations and driving the team to achieve common goals.

- Ensure the smooth run of the operations without any deviations on the agreed SLA targets.

- Review performance of own processes against agreed SLAs & KPIs, and ensure KPIs are reliable, transparent, and up to date for all task types.

- Monitoring the processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level.

- Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices.

- Oversee the Operational scope of service delivery, change and process improvement management including digitization efforts, migrations management, implementations of new teams/tasks.

- Monitor, coach, and train subordinates on implementation of goals, policies, and procedures.

- Should have extensive knowledge of Operations Management especially in Proctoring areas.

- To be able to come up with solutions to manage the work efficiently.

- Participate in performance review meetings with the clients and higher management.

- To be able to work on the presentations and to actively present the data during the client calls and higher management meetings.

- Monitor the team's schedule adherence.

- Excellent comprehension and articulation skills

- Excellent communication, organization, interpersonal planning, and analytical skills

- Ability to work independently in a high-pressure environment.

- Has proven ability to interact with multiple internal and external functions, including clients and stakeholders.

- Must be able to analyze and interpret the data/numbers.

- Flexible team player and ability to multitask and flexible to work additional hours, when needed.

Experience:

- 10+ Years Experience of overall Experience in BPO/Call Center and last 2-3 Years as an Operations Manager or 1-2 years as Senior Manager- Operations.

- Proctoring / Education Test Assessment Operations experience in mandatory.

Skills, Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Multi-tasking skills required to assist the customer and work in a timely and efficient manner.

- Superior interpersonal and good leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards.

- Strong understanding of staffing management

- Excellent written and verbal communications skills.

- Ability to embrace workload flexibility to meet the fluctuating demands of the client.

- Knowledge of SLA's, baselining and implementation

- Ability to build cohesive teams.

Shifts: Flexible to work for any night shift (24-5).

Interested candidates can call us at 040-35596951 to discuss the same.