Job Views:  
1085
Applications:  38
Recruiter Actions:  4

Posted in

BPO

Job Code

102838

DM/Mgr - Ops - Domestic BPO Outbound

6 - 10 Years.Bangalore
Posted 11 years ago
Posted 11 years ago

Role - Deputy Manager/ Manager (Ops)

Process: Domestic BPO Outbound Sales

Competencies

Key Parameters

Think Strategic

(a) Big Picture Perspective:

- Understands the process vision & has the ability to translate the same to the team

- Demonstrates an understanding of the impact of team's performance on sub /process objectives

- Reviews own actions against the process objectives

- Identifies long term issues, problems or opportunities for the team

(b) Business Acumen:

- Appreciates the inter-dependencies between teams/functions

- Understands impact of business metrics on profitability

- Suggests solutions based on inferences from the data

- Demonstrates expertise in functional knowledge

- Demonstrates functional expertise to coach/mentor peers/team members

- Manage P/L of the process.

- Drive Results

(a) Planning & Organizing:

- Cost optimization and maximum utilization of resources for productivity

- Comes out with new ideas for process improvements to enhance customer service.

- Responsible for preparation of process budget and manpower.

(b) Directing & Monitoring:

- Manages day-to-day operations of the Unit, including attendance, attrition and outages, to minimize customer impact.

(c) Accountability:

- Manages Average Handling Time (AHT) as per SLAs

- Accountable for the production and quality targets of the Unit

- Managing the profitability of the process

(d) Problem Solving & Decision making

- Is able to identify problems and take decisions independently

- Provides solutions to individual and organizational problems

- Partner with Customers

a) Relationship Building

- Coordinating with the client on process related issues and updates

b) Passion for excellence

- Manages daily performance to ensure that all Associates and Team Leads are meeting SLAs.

- Meets/exceeds service and quality levels as assigned by Management/Client.

- Uphold Our Client/Company values

- Lead People

a) Managing Self

- Identify and participate in training / developmental programs

b) Inspiring others / Managing teams

- Responsible for driving Unit of Excellence by managing a team size of 100-125 Associates through 5 Team Leads & 2 AMs

- Works with Cross-Functional Teams to ensure that both internal and external customers needs are met.

- Manage the Quality and Training functions.

- Coaches and mentors Associates, Team Leads & AMs

- Optimum utilization of resource to meet productivity.

- Interview candidates to ensure quality of Hire.

- Conducting performance appraisals

- Identify key people and mentor leaders

- Conducting team reviews, submitting progress reports of the team to the Program Lead

Desired Knowledge, skills and attitudes:

- Outbound Sales experience is a must preferably in Hotel and Leisure domain

- Excellent communication skills (verbal and written)

- Ability to exercise tact and good interpersonal skills

- Time management skills

- Analytical skills

- Problem solving skills

- Self-motivated and a self-starter

- Sound Knowledge of English and other regional languages as required

- Excellent client relationship Management skills

- Good understanding of the Domain

- Knowledge of Billing and managing P&L

Desired qualifications (including certifications):

Graduates / Post-graduates (Min 10+2+3/ 10+2+4)

Desired years of experience:

- Minimum 1 year of experience as an DPM / Mgr. with an overall experience of at least 7 years

Internal Customers, if any :Operations & Shared Services Teams

External Customers, if any :Client

Contact - himashylaja.mutt@teamhgs.com

Didn’t find the job appropriate? Report this Job

Job Views:  
1085
Applications:  38
Recruiter Actions:  4

Posted in

BPO

Job Code

102838

UPSKILL YOURSELF

My Learning Centre

Explore CoursesArrow
Apply on the go!

Download the iimjobs app to
apply for jobs anywhere, anytime

apple

Download on

App Store

playStore

Get it on

Google Play

appPromoQr

Scan to Download