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10/06 Rupamita Gupta
Senior Recruiter at Credence HR Services

Views:163 Applications:54 Rec. Actions:Recruiter Actions:47

DGM - Operations - Tech Support Process - BPO (8-16 yrs)

Gurgaon/Gurugram Job Code: 936141

DGM - Operations - Tech Support Process (Diversity Candidates)


1. Manage operations with 200-300 people

2. Responsible for managing daily deliverables per the agreed SLA

3. Responsible for deploying optimal work flow to deliver the desired delivery goals

4. Deploy and review proper Quality Control measures and Tollgates in process

5. Process audit Review, recommend and implement new methods, tools (including automation suggestions) and procedures to achieve/ ensure requisite efficiency goals of operations

6. Monitor and review trend analysis on dashboard/ MIS/ performance reports and recommend/ guide solutions and efficiency measures for further improvements

7. Present previous month performance of projects/ processes and plans for upcoming month along with vital factors and goals to senior management

8. Responsible for achieving set profitability (gross profit) targets

9. Monitor team s vital factors and goals and suggest solutions/ feedback for improvements

10. Lead and drive process improvement measures to ensure continuous improvement

11. Plan and ensure necessary contingency planning is in place to handle any eventualities

12. Develop & deploy requisite strategies for retention of employees and resource realignment as needed

13. Identify the training needs of individual managers and guide/ coach them

14. Coordinate with peers and other unit managers and provide support/ directions for meeting the operations objectives

15. Engage with clients through daily/ weekly/ monthly calls and ensure their process related queries/ concerns if any are addressed to their satisfaction

Women-friendly workplace:

Maternity and Paternity Benefits

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