Key Skills
8+ years of experience : Operations
: Director
: PAN India
: Any Post Graduate
: Any Graduate
Ability to motivate and inspire agents
Must have a strong eye for detail and a thorough understanding of client expectations
Must display positive energy, service oriented attitude towards all agents
Strong managerial, organizational, prioritization and classroom leadership skills
Solid language fluency required (enunciation, clarity and professionalism)
Job Description:
This role is responsible for:
Manage day to day center operations
Meet or exceed KRA's of all team members such as Ops managers, ACCM- s, AMCC's and agents.
New training and ongoing training of team members. Responsible for grooming and development of team.
Responsible for revenue generation of assigned process and span and achieve the desired Efficiency and productivity as per targets.
Responsible for achieving desired client KPI's throughout and align team to deliver the desired results. Responsible for direct client communication in terms of any deliverables asked and demanded by the client. Manage assigned shifts throughout the week (proper escalation, list management, strategic seating, etc.) Hold team meetings on a regular basis with the direct reports
Document and communicate system and business process gaps
Ensure process operates efficiently according to client and company measures
Be directly responsible towards fostering the development of your team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counseling
Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions
Desired Candidate Profile:
- Excellent command over English (Verbal & Written)
- Minimum of 2 years of experience as Sr. Manager-Operations.
- 7-8+ Years of total Experience and preferably in handling BPO business in International vertical.
- Basic Computer skills required
- Working knowledge of Excel Power point
- Understanding of Ops Reports and MIS.
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