Job Description :
Skill Set required:
- Minimum 14 years experience in BPO industry, out of which minimum 8 Years (recent) in managing e-Commerce accounts
- Drives innovation and process improvement
- Ownership and accountability
- Project Management
- Excellent communication skills (verbal and written)
- Excellent client relationship Management skills
- Ability to exercise tact and excellent interpersonal skills
- Time management skills
- Analytical and data interpretation skills
- Logical Reasoning and problem solving skills
- Self-motivated and a self-starter
- Sound Knowledge of English, Hindi and other regional language(s)
- Good understanding of the e-Commerce Domain
- Good Knowledge of Billing and managing P&L
Key areas of responsibilities (KRAs) :
Customer related:
- Manages daily performance to ensure that all CROs, Team Leads, AMs, Manager-Operations and Sr. Manager Operations are providing an above-average level
- Meets/exceeds service and quality levels as assigned by Management/Client
- Drive and achieve Value Add targets for the business
- Uphold Our Client/Company virtues.
- Engagement with client at Business Head/Vertical Heads for sustainability and growth
Financials related:
- Ensure profitability of the process
- Preparation of budget and process manpower count
- Mining of the account in co-ordination with the Department Head and ensuring the account grows
- Forecast any business adversity (Proactive approach)
People related:
- Works with Cross-Functional Teams to ensure that both internal and external customers needs are met
- Optimum utilization of resource to meet productivity
- Identify and organize training programs
- Interview candidates to ensure quality of Hire
- Conducting team reviews, submitting progress reports of the team
- to the manager and conducting appraisals
- Identify key people, mentor leaders (succession planning)
- Develop and drive people engagement initiatives to control attrition and shrinkage
Process related :
- Manages day-to-day operations of the team, including attendance, attrition and outages, to minimize customer impact.
- Coaches and mentors CROs, Team Leads, AMOs
- Recommends new ideas for improvement in work processes within the Call Centre, to provide excellent customer service.
- Accountable for the production and quality targets of the team
- Performance Projection of the process
- Mining of the account in co-ordination with the Department Head and ensuring the account grows
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