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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