05/02 Neharika B
Recruitment Specialist at Zodnik Solutions

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Assistant General Manager - Operations - BPO (14-25 yrs)

Bangalore/Mysore Job Code: 661244

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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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