Operations manager bpo (international voice process)

Operations Manager BPO (International Voice Process)

Job Responsibilities:

Manage performance of the team Deliver on SLA commitments based on the contract Meet and exceed customer satisfaction goals Daily/Weekly/Monthly/Quarterly reporting of SLA performance Attend daily calls with client Employee retention to meet client targets Proactive management of business/operations trends Planning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employees Work with WFM team on a weekly basis for capacity planning based on volume forecast Formulate continuous improvement plan Coordinate with IT team to fix all IT related issues for the team

Operations Management

Set and review KRA's for the team, align their goals to the overall objectives of the organization / client Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders Capacity / Resource planning and management Liaison with cross functions across the organization addressing the needs of the team members To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.) Business continuity planning & risk management Create, generate and publish reports with the help of MS office tools Proficiency in tools & CRM systems QA forms and understanding it's impact to customer experience Reporting/Analytics to monitor metrics and take actions necessarily and target improvements

Skill Development:

Addressing skill gaps in Product / Process / Technology / Communication Mentor Leads & respective team members Plan relevant training programs working with respective groups

Project Revenue & Cost Management

To manage revenue & cost management Operate on planned budget Resource planning (People / IT)

Client Management:

Ensure client management with "100 referenceable customers" Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders Set and manage client expectations Identify potential new business opportunities To take complete ownership of the cases and to take feedback on negative surveys To handle deviations and carry out risk analysis

Quality Management

Create and improve process guidelines and framework Drive adherence and compliance to organizational / quality standards Formulate action plans for consistent service delivery quality Create preventive and corrective action plans on customer or Client comments /feedback

Eligibility Criteria :

Minimum of 24 months experience in JL3 A Grade and above Minimum of 2 Years in Project handling and client interactions