Manager Operations
Sykes Business Services Of India · Hyderabad · onsite · Posted 20d ago
Undisclosed5–10 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
About Us
As caring for customers becomes the differentiator that drives consumer engagement and spend, Sitel is advancing its position as a world leader in outsourced customer experience innovation. With over 30 years of industry-leading experience, Sitel s 75,100 passionate and talented associates support more than 400 clients in 48 languages from 146 facilities strategically located in 22 countries. Combining comprehensive customer care capabilities, leading omnichannel solutions and unparalleled expertise across industries, Sitel collaborates with some of the best known global brands to help consistently deliver outstanding customer experiences. Sitel is a subsidiary of Groupe Acticall.
Job Summary
- Compliance ,Controlling shrinkage Attrion ,Grooming , Revenue generation , for end to end functioning of the team
- Running day to day operational activities like Performance Management, Rewards Recognition, Coaching Feedback (Including people development)
- Proper understanding of issues and concern, followed by appropriate action through Team meetings and Regular one to ones with the Direct repartees
- Ensured the entire team adheres to the audit requirements not restricted to compliance of process procedures ,Business Process improvement , SLA Management , Client Coordination , Client Management ,Team Motivation ,Scheduling Forecasting , Floor Adherence
- Managed third party vendor relationship and service level agreement to ensure quality customer service
- Administered all policies and procedures to effectively run a successful business
- Handling People and Process issues in professional way to ensure 100 % employee satisfaction
Primary Job Responsibilities
- Conducting Performance Reviews and Coaching for team members
- Good to have experience in WBR MBR
- Weekly client interaction
- Quality and Training
- Team management / Performance evaluation
- Process Improvement / Compliance
- Identify and drive continuous improvements and initiatives in process
- Compliance ,Controlling shrinkage Attrion ,Grooming , Revenue generation , for end to end functioning of the team
- Key KPIs include Service Levels, NPS/CSAT and Quality Assurance
- People Metrics - Shrinkage and Attrition
- Responsible for operations delivery for the customer service process for the largest
.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceAuditingManager Quality AssuranceProcess Improvementteam managementSchedulingoperationsclient managementperformance managementForecasting
About Sykes Business Services Of India
Sykes Business Services Of India
BPO
30k+
employees
1977
49 years old
Hyderabad / Secunderabad, Telangana
US
₹3.2L PA avg
Avg at Sykes Business Services Of India
About
SYKES creates intelligent CX for brands across the globe through digital marketing, sales expertise, customer service and technical support (BPO) solutions.
Industries
BPORecruitment
Employee ratings
10 reviews
3.3/ 5
Culture
3.4
Career growth
3.1
Work-life
3.1
Employees rate it well for
Skill Development33Work Satisfaction33
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