GO MO Group - Manager - Operations

GO MO DBS is a leading Global Demand Generation company.

Our core competencies range from offering a competitive, low-risk, cost-per-lead approach to clients, across IT, Technology, Marketing, HR, Supply Chain & Logistics, Engineering & Manufacturing, Health & Safety, Electronics, Construction and more.

We deliver content syndication and nurture programs; content and webinar creation; by list purchase or rental. Our experts deliver tailored solutions that help businesses achieve their revenue goals. Our Business processes are Information Technology-based, and are referred to as ITES-KPO, where ITES stands for Information Technology Enabled Service and Knowledge Process Outsourcing (KPO) is a sub segment of the Business Process Outsourcing industry.

Reports to: Director

Location: Pune, India

KEY RESPONSIBILITIES :

- Collect and analyze data and trends and generate performance reports for specified time period

- Manage monthly and quarterly forecasting

- To design campaign delivery plan and implement the same with the help of functional teams like Quality, MIS and Client Services

- Manage strategic accounts effectively

- Ensure timely delivery of campaigns by using effective techniques and efficient team management

- Proactively work on capacity planning and manpower required to maintain the productivity above the threshold level

- Improving process performance (productivity) and reduction of errors

- Proactively work on capacity planning and manpower required to maintain the productivity above the threshold level

- Identify the gaps and improve the process on continuous basis

- Ensure timely deliveries of campaign by using effective techniques and efficient team management

- To design a campaign delivery plan and implement the same with the help of functional teams like Quality, MIS and Client Services

- Manage the attrition and shrinkage percentage of the process according to the business requirement

- Tracking closure of corrective actions (PIP etc.)

- Guide team members in the improvement of individual performance

- Tracking daily/monthly agent activity & performance reports

QUALIFICATION & EXPERIENCE:

Graduate / Post-Graduate

- Total 10+ years of experience and 5+ years of experience working as a manager in BPO/B2B domain

- Should have managed team leaders and a span of more than 20 FTEs

- Intermediate/Advanced Excel would be an added advantage

KEY ATTRIBUTES:

- Excellent communication skills

- Persuasive skills

- Analytical abilities

- Data Intelligence

- People-management

- Flexible to work in rotational shifts

- Problem-solving