Company: Our client is a leading BPO group based in Mumbai
Job role:
- Operational responsibility will include grooming talent, managing large and growing teams, developing internal methodologies and continuously refining training.
- Ongoing process/productivity improvement, ensuring high levels of customer delight
- Client and SLA Management. This role involves the responsibility of managing multiple clients across the world
- Responsibility for 24x7 Operations Management -identify bottlenecks in service delivery and propose effective solutions to eradicate the same
- Responsible for people development including ongoing training, skill building and deployment
- Manage real-time transactional process and meet Quality and Productivity goals
- Provide operational leadership and supervise Team Leaders/AM and Analysts
- Conduct business reviews with client
- Conduct performance appraisals with the team
- Analyze trends, monitor resource efficiency and re-engineer process to increase effectiveness
- Manage client expectations, provide consultative input and enhance customer experience
- Ensure seamless Process transition
Desired Candidate Profile:
- Minimum 6 to 8 years of experience (At least 3 years in research)
- Should have thorough Process and Product Expertise into the research vertical
- Should have managed a team size of 50 or more
- Graduation is must/ Post graduates preferred
- From non-voice background
- Excellent communication skills
- Proficient in client management (International)
send us your profiles at talent@edventus.com
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