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 JL3A Grade and above
• Minimum of 2 Years in Project handling and client interactions