General Manager - Operations - Should have managed large teams. Only Female candidates SLA Management: a. Managing weekly schedules and aligning it with volume pattern, ensuring queues/workflows have the right number of people at all times b. Monitor and enforce real-time management ensuring agents are productive at all times, follow break schedules and other off phone activities as planned c. Analyze daily and weekly volume trend and reinforce actions to fulfill staffing gaps d. Provide insights and utilize levers to manage the volume spikes e.g. re-plot off phone activities, reallocate resources, provide guidance to TLs in break management, and drive agent utilization 2. Domain/Practice Cultivation of Expertise: a. Maintains professional and technical knowledge in the program and help drive improving knowledge management by providing insights/analysis in regard to the workflows, policies, case trends, and promote good end user experience. b. Identify agents AFIs (Areas for improvement) from a project domain perspective, and effectively disseminate policy/workflow updates to the organization c. Work closely with the Regional Training Lead in the development of training materials, knowledge base, and assessments to reinforce and support the agents' continuous learning and improvements d. Make recommendations to the current workflow and processes through automations, process improvements and innovations 3. Client Management: a. POC and owner of all LOB/pillar related issues and concerns, by providing relevant insights and proactively address imminent issues of the (assigned) pillar/LOB b. Work closely with User Services Manager/s and collaborate to drive and meet business objectives c. Timely handle all requests and prevent/manage escalations by providing actions and keeping UO Manager/s informed Provide guidance in the development of WBR/MBR decks by ensuring all information are accurate, relevant and provides meaningful insights and scalable action plans to current issues d. Lead the WBRs & MBRs e. Responsible for collecting, analyzing and reporting of all performance and operational reports to the stake holders 4. Administration and People Management: a. Identifies, analyzes, organizes, and leads operational development opportunities that are scalable within the program b. Design and Implement rewards and recognition and performance improvement plan for the team c. Implement risk and change management processes including business continuity d. Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans e. Accomplishes human resource objectives such as (but not limited to) recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees f. Administering scheduling systems g. Communicating job expectations to Team Leads and agents within his scope h. Planning, monitoring, appraising, and managing job contributions, compensation related activities i. Responsible for enforcing policies and procedures of Cognizant and Twitter across the span of control. Responsibilitites : - Exposure to WFM, Capacity Planning and BCP - Creating Bottom's up P&L view for their projects and optimize various cost levers to drive business profitability - Primary escalation POC ( provide resolution for all client and end user escalations and drive RCA and preventive/corrective action plans. ) - Continuous improvement ( work with process excellence teams to identify areas of improvement in efficiency and CSAT and help execute solutions.) - Value addition expectations & success criteria 1. Quantitative: a. Improve productivity of 20% of the agent population by10% post nesting phase (monthly) b. Improve Quality Scores of 20% of the agent population by10% post nesting phase (monthly) c. Improve Critical Errors of 20% of the agent population by1% post nesting phase (monthly) d. Ensure AAS is consistently met for all (assigned) queues especially for Hi-Pri 2. Qualitative: a. Well prepared for all client meetings. Ensure WBR/MBR (and other client meetings) are conducted effectively and efficiently, Be prepared to (proactively) to answer client questions and inquiries via emails and during meetings. b. Ensure Handover document contains all relevant insights for the day including trends and reasons (in the event) of missing service levels c. Excellent understanding of product, process and policies for the assigned pillar/workflows d. Come up with innovative ideas including need for automation and process improvement to further drive efficiency and effectiveness of the teams (within the span of control) - Candidate has to be willing to work in 24/7 shifts (night shifts ok). Location : Bangalore NOTE: Please note BPO/ITES experience is required to apply for the position.

Bangalore

Gurgaon/Gurugram

Hyderabad

Deputy General Manager/General Manager - Operations - BPO 

Deputy General Manager/General Manager - Operations - BPO  ,Job Description for Deputy General Manager/General Manager - Operations - BPO  in Credence HR Services in  Bangalore Gurgaon/Gurugram Hyderabad for (12-20) years of experience. Apply Now!

Job Description for Deputy General Manager/General Manager - Operations - BPO  in Credence HR Services in  Bangalore Gurgaon/Gurugram Hyderabad for (12-20) years of experience. Apply Now!