Essential Skills:  - Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction  - Establish & Manage Relationships / Engagement with the Clients.  - Oversight of team - organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities  - Responsible for following agreed governance model, escalation & communication plan  - To ensure team members achieve agreed standards in relation to their job assignments.  - To ensure training of new staff on the corporate policy rules to be adhered to  - To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules  - To monitor and document work schedule of staff and absences.  - Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth   - Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates  - Ensure that all audit related issues are brought to a close  - Identify and drive continuous improvements and initiatives in process  - Coach & mentor Team lead so that they are able to manage their teams better  - Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management  - To ensure that all internal customer queries are followed up on a timely basis  - Collaborate with internal teams.  - To be the Key contact for all problems and queries with specific business assigned.  Desirable:  - Six Sigma Green Belt Certified  - Telecom background

Kolkata

Delivery Manager - BPO  

Delivery Manager - BPO   ,Job Description for Delivery Manager - BPO   in IKYA Human Capital in  Kolkata for (5-10) years of experience. Apply Now!

Job Description for Delivery Manager - BPO   in IKYA Human Capital in  Kolkata for (5-10) years of experience. Apply Now!