Minimum 8 to 10 Years of Experience (4 to 5 Years of Experience in BPO Sector or more )

Salary Package : 10 to 12 CTC

Location : Vadodara

Job Description :

- Ensure Operations are run effectively and efficiently to meet the Service Level Agreements and Targets.

- Responsible for staff development, staff planning to meet service requirements and involvement in recruitment process as necessary.

- Providing regular performance feedback and giving frequent formal and informal coaching sessions for a better productivity.

- On floor improvement initiatives.

- Providing timely feedback and update to Management regarding performance of the process and improvement areas.

- Taking initiatives to streamline processes and focus areas

- Prepare statistical analysis on programs and the Customer Service Representatives to monitor the productivity and performance

- Ensure resource availability to the floor

- Assist in preparation of daily operations

- Address the floor to communicate new initiatives and to share information with the Customer Service Representatives

- Develop and implement operating methods and procedures to eliminate problems and improve quality of service

- Plan for leave for the members of the team

- Develop and Implement Initiatives on the floor to encourage productivity, attendance and employee relations

- Perform other duties as assigned

- Providing leadership that will create and maintain a well-motivated, competent multi-disciplinary team

- Managing the floor, adherence to schedule

- Ownership and problem resolution

- Training and development of staff

- Will be responsible for Client interaction, Process Profitability, and ownership of an entire outbound/inbound process

- Team Motivation, Team Building and Team Target Achievement

Sunil Pujari (HR)

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