10/01 Sayoni Banerjee
Manager at Zodnik

Views:460 Applications:113 Rec. Actions:Recruiter Actions:15

Head/DGM - Contact Centre Operations - eCommerce Account - BPO (14-25 yrs)

Karnataka/Mysore Job Code: 652621

Position is for DGM Operations

Location : Mysore

Account : E-Commerce

Minimum 14 years - experience in BPO industry, out of which minimum 8 Years (recent) in managing ecommerce accounts

Customer related :

- Manages daily performance to ensure that all CROs, Team Leads, AMs, Manager-Operations, Sr. Manager Operations and AGM - 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

- Engagement with client at Business Head/Vertical Heads for sustainability and growth

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)

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

- Conducting team reviews, submitting progress reports of the team to the manager and conducting appraisals

- Identify key people, mentor leaders (succession planning)

Process related :

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

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