Sr Manager - BPO Operations

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