BPO - Technical Support Project Manager

Hi All,

Please find the Job Description and company profile below

Please be available for a technical discussion today. Will confirm the timings shortly.

Movate (formerly known as CSS Corp) is a global customer experience and technology consulting services provider, disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models. It has emerged as a compelling alternative to the traditional IT and support service providers with its premium service offerings and differentiated value propositions that solve clients critical business problems proactively. The company is a digital transformation partner of choice for its clients, which include the world's top innovators across industries, from mid-market players to large enterprises. Its diverse team of over 11,700 customer-centric thinkers, collaborators, and co-creators across 20 global locations, is passionate about helping clients succeed through intelligent automation-led outcomes.

Designation : Project Manager

Job Location : Chennai

Shift : Night shift

Job Responsibilities:

• Planning & Executing the supply chain management process including but not limited to hiring & Training, operations, career progression and retention of the employees
• 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
• Proactive management of business/operations trends
• Forecasting business volume & capacity planning
• 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

Skill Development:

• Addressing skill gaps in Product / Process / Technology / Communication Mentor Leads & Managers
• 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