Center Head - BPO

Operations Management

- Responsible for medium-term planning, objective setting, and development of new procedures within area of responsibility, through interpretative judgment of overall policies and goals.

- Ability to use systematic, disciplined and data driven methods that get to root causes and solution identification

- Explaining the service standards and work plan to the associates for deriving the best performance from them for excelling business targets & service delivery metrics.

- Framing the work direction and plans for the associates after thorough assessment of their capabilities.

- Preparing & compiling various weekly/ monthly MIS reports pertaining to process and productivity.

- Ensuring the accuracy of the data required for billing purposes to the customer.

- Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives, projects and other Change/Kaizen initiatives as required Formulating & implementing procedures for daily operations & internal reporting systems for monitoring quality.

- Interacting with clients through e-mails and daily Conference Calls to review and resolve operational issues as well as implement new process & procedure changes.

- Process Transition / Enhancement

- Driving VOC/ CSAT / NPS actionable across the team and maintain/improve the scores

- Take escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.

- Ensure continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.

- Interface with Individuals / key influencers among Corporats for ascertaining requirements, making presentations and delivering solutions.

- Ensure speedy resolution of queries & grievances to maximize client satisfaction levels.

- Maintain excellent relations with clients to generate avenues for further business.

- Team Management

- Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.

- Create an environment that sustains and encourage high performance; motivate teams in optimizing their contribution levels.

- Identifying & implementing strategies for building team effectiveness by promoting a spirit of cooperation amongst team members.

- Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management and career development