Senior Recruiter at Live Connections
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Client Operations Manager - BPO/ITeS (5-8 yrs)
Overall responsibility for customer relationship, team management and shift management in respective shifts for the respective process. He / she will be working closely with the rest of the team on a daily basis, and would be reporting into the Operations Manager on their daily deliverable.
Position summary :
- Customer Satisfaction
- Communication with team / Onsite / Client to be meticulous and flawless
- Ability to provide suggestions on layout, design to the team members and clients
- Attend escalations from clients and provide resolution in timely fashion
- Ensure all Client/Process/People challenges are communicated with the Associate/Operations Manager in a timely manner and solutions arrived at
- Efficient management of feedback received from end users within 24 working hours / Service Recovery Reports (SRR) ownership for escalations that involve client impact
- Participate in all team meetings, and team leader meetings with On-site team
- Revenue & Cost Management
- Unplanned absence to be curtailed and all targets for work hours per month are met by way of constant monitor of unplanned absence for all team members
- Efficient management of team utilization
- Operations / KPI
- All client SLA s and performance metrics to be met / exceeded
- Performance monitoring of the assigned team members
- Initiatives to bring up the performance curves of poor performers
- IT & Compliance checks (periodic checks and reporting)
- Ensure 100% compliance for all team members on all client branding and norms
- Ensure that BCM plan is adequately reinstated and the team being proficient
- Suggest improvements under process / client / people / finance regularly
- Seek, drive and implement initiatives and innovative ideas from individual team members
- Manage technology support and pain areas in consultation with WL and client tech teams
Technical Skills : Must demonstrate keen interest to acquire technical knowledge of core software (MS Office 2007, Adobe Creative Suite) and develop interest to learn domain know how
Training : Create strong foresight for the team on achieving targets, and arrive at various training initiatives in consultation with the Training Manager, to help enhance productivity levels of the operational (DS / PC)
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