First Advantage - Senior Manager - BPO Operations

First Advantage, a talent acquisition solutions provider, offers companies around the globe solutions to improve their decision making and process for talent acquisition across the employment continuum. Custom tailored for each client, its solutions address recruiting, applicant tracking, screening and assessment, on-boarding, hiring tax credits and re-screening, among others.

As employers tackle the challenges of finding, hiring and retaining the right employees faster, more productively and less expensively than in the past, they turn to First Advantage for integrated solutions.

First Advantage supports thousands of clients globally, including hundreds of Fortune 1000- companies, by providing integrated, single-source solutions that feature quality products and business practices, configurable technology, helpful compliance and managed services, and highly responsive client support.

JOB DESCRIPTION

Position Title : BPO-Senior Operations Manager

Location (city) : Bangalore

Reports to (what job) : Head of the department

Experience required : 12+ years

PRINCIPLE RESPONSIBLITIES

Responsible for day to day Operations management

- Monitor and ensure organizational goals and contractual commitments are met (e.g. budget/cost, service availability, responses, reports).

- Resolve/monitor customer escalations as appropriate.

- Responsible for mentoring, training, career development, performance management

- Provide direction for and support of process change initiatives including robust documentation and training.

- Reviewing and Monitoring process accuracy on a periodic basis.

- Periodic client reporting and conducting quality audits.

- Good Experience in MS office applications (PowerPoint, Visio, MS Project)

- Able to work and deliver under pressure,

- Should have keen eye for detail.

- Must be flexible and able to work in shifts.

- Should have confidence to discuss instructions and deliverables with clients and management to ensure clear understanding

- Demonstrated experience in dealing with large-scale, highly available, and SLA managed services

- Performance Management

- People Management

- Process Improvements

- Client Relationship Management

- Team handling skills

CRITICAL SKILLS REQUIRED

- High analytical skills

- Lean Certification or Six Sigma certification would be added advantage, but not mandatory

- May or should have information on internet or social networking products or services

- Good communications skills and written skills

- Excellent knowledge of Service Delivery in a voice/semi voice process

- Well versed with Microsoft applications, specially excel and power point

- The job will require fairly high amount of work in shift environment as per requirement

- Candidate shall be responsible for all risk management & compliance activities as applicable to this functional role.

Salary Range: 19 - 20 LPA