DGM - Operations - Telesales - BPO

a. 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

- Manage customer escalations within permissible TAT

- Coordinating with the client on process related issues and updates

- Uphold Our Client/Company virtues

b. 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)

c. 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 attritions and shrinkage

d. 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