Operation/Delivery Manager - BPO

Position Description - Operation Manager

Band - 7A

Location - Vizag

Qualification - Graduate in any discipline.

Key Responsibilities:

To manage a team of 150 + executives.

To supervise and manage a team supervisors (TL, AM, DM etc.)

Should be an expert in dialer (able do define & design dialer strategies)

Should be an expert in managing outbound collections (Insurance)

Utilization reporting, analytics and support

Manages overall personnel performance and discipline

Evaluation of operational practices and procedures

Provide direction to staff, ensure resolution of problems

Provide expertise and leadership in assigned functional area

To ensure customer delivery, revenue and employee metrics

Manage all client interaction and communication, should front end the relationship with the client

Regular 1 to 1 with AM/DM and skip level with Agents

Manage & control attrition to the minimum and plan for back fills on a timely basis

Ensure team deliverables are met.

Sets priorities

Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and team work

Provide advice and assistance to senior management in planning, implementation and evaluation to existing operations. systems and procedures

Essential Skills :

Should have a collections background.

Strong communication and interpersonal skills

Flexible, adaptable and demonstrate teamwork skills

Strong analytical and reasoning skills

Ability to learn quickly

Proficient in MS Office. Good knowledge of Power point and Excel ( including formulas and functions, pivot tables ).

Strong organizational skills, able to multitask effectively

Working knowledge of budgeting, cost estimating, capacity utilization

Knowledge of Organizational structure, work flow and operating procedures

Leadership Skills, Analytical Skills, Good people management skills, Presentation skills

Ability to make quick an reliable decisions

Ability to multi task, Planning and project management skills

Assertive, High energy

Strong Interpersonal Skills and ability to interact effectively with stakeholders

Result orientation, Process Oriented, Ability to handle stress, Ability to motivate others

Pervious outbound experience is a mandate