HR Manager at Serviam Consultancy Services
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Operations Manager - Third Party Collections - BPO (5-10 yrs)
we are currently hiring for Operations Manager -3rd party collection profile for an US based International BPO firm located in Bhayander-west location. Interested candidates can apply immediately with updated CV.
Position: Operation Manager - 3rd Party Collections
Job Description is as mentioned below
- Responsible for the day-to-day function of the collections and sales process.
- Provide support to call center TL's and agents and administer everyday business of call center.
- Monitor call center operations and ensure high quality of services.
- Drive collection and sales though team leads.
- Generating innovative ideas that are cost-effective ensuring profitability to the company.
- Assist supervisors and ensure various metrics for productivity are met and exceeded and prepare necessary reports required for the same.
- Work with team supervisors and identify call volume trends and maximize ways to improve quality and productivity.
- Plan annual business and prepare strategies for forecasting and meeting budgetary plans.
- Maintain knowledge on various best industry practices and develop associated strategies.
- Analyze processes and recommended new technologies for incorporation in system..
- Presenting monthly/quarterly performance in the monthly review meetings.
- Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.
- Ensuring that the employees adhere to the company's rules and are in sync with the company's mission and values.
- Weekly review with clients for Target & Service levels with ability to analyze and re-engineer processes towards driving improvement and change, if required.
- Briefing the team on process updates, improvement areas and other important functions, given/required by the clients.
- Interacting with HR team to reduce attrition & absences and improve employee morale.
- Conducting training sessions every week for the bottom performers.
- Adaptable and ability to adhere to client and companies requirements.
- Following prescribed Escalation Matrix
Salary: upto 9 Lacs
KAMAR KHAN
Serviam Consultancy Services
D: 22-65342228
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