Manager - Operations - BPO

Manager Operations for a leading BPO (International process, Night Shifts)

About our client : Our client extensively works in the area of telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. It has about 40,000 employees in 65 worldwide locations

Please note : The role involves 24/7 shifts the incumbents must be comfortable working Night shifts.

Role profile :

- Provide strategic direction to the process.

- Transition planning & coordination

- Process Metrics review with the senior management and the team

- Identifying, recommending and implementing ways to increase the productivity and the quality of the team

- Creating Growth Path/Succession Planning for the process

- Define and review KRA of Leads, AMs & DMs

- Timely reporting of deliverables like Performance Incentive, Internal Dashboards

- Responsible for timely invoicing.

- Manage the team

Desired competencies :

- 6-12 years experience in any international BPO

- Should have managed large teams (80-100 people minimum)