Posted By
Human Capital and Tech Solutions
Director at Human Capital and Tech Solutions
Last Login: 21 September 2016
2302
JOB VIEWS
53
APPLICATIONS
27
RECRUITER ACTIONS
Posted in
BPO
Job Code
310858
Our Client wants a Sr. Manager Domestic Operations for their Mumbai Office.
Job Description
- 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 or/and Epicenter.
- 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 Epicenter requirements.
- Following prescribed Escalation Matrix.
Experience:- Minimum 5 years to 8 years of relevant experience.
Compensation:- upto 11.00 lacs p.a.
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Posted By
Human Capital and Tech Solutions
Director at Human Capital and Tech Solutions
Last Login: 21 September 2016
2302
JOB VIEWS
53
APPLICATIONS
27
RECRUITER ACTIONS
Posted in
BPO
Job Code
310858