Emeritus - Senior Manager - Quality & Process

Position: Senior Manager - Quality & Process

Organization: EMERITUS Institute Of Management

Reporting To: Director - Outreach & Program Advisory

Location: Mumbai

Educational Qualification: Minimum Graduation. Postgraduate qualification such as Masters In Business Administration / Management Studies is preferred.

Required Work Experience & Key Competencies :

12-15 years of robust work experience in the Business Processing Outsourcing (BPO) sector.

Should have handled a variety of roles within BPOs.

Excellent understanding and execution capabilities in terms of quality, process and training within the sector.

Exposure to outbound and inbound calling, live chat process, e-mail interaction and Customer Relationship Management (CRM) software solutions is necessary.

Should be presently managing a team or should have managed teams earlier.

Impeccable verbal and written communication skills.

Ability to work synergistically with members within the team and beyond.

Should possess good business acumen.

Job Profile :

Spearheading the quality function for the EMERITUS global contact centre based in Mumbai.

Leading quality and analysis, voice coaching, training and productivity / efficiency enhancement.

Working on constant improvements in the process and providing solutions to go in for automation / technology incorporation wherever feasible.

Assisting the Director - Outreach & Program Advisory to incorporate technology such as Automated Call Distribution (ACD) system into the process.

Creating exemplary reporting, Management Information System (MIS) and data analytic frameworks so as to effectively measure, quantify and analyze every aspect of the process as well as performance, productivity, efficiency and effectiveness of each member of the team.

Closely monitoring and suggesting enhancements pertaining to the voice calling process, live chat process, e-mail and SMS interactions as well as CRM software updation process.

Starting out as an individual contributor, should progressively go on to build and lead a team focusing on the various dimensions pertaining to quality and process.

Suggesting and implementing initiatives which would enhance lead (professionals enquiring on programs) delight and encourage them to apply as well as motivate others within their network to apply to EMERITUS programs.

Recommending innovative methods and strategies for increased volume of closures and augmented revenue across all EMERITUS programs.

Collaborating seamlessly with key members from other teams and working towards continuous improvement and growth of the EMERITUS brand.

Preeti
HR Team