Head - Operations - BPO

Head- Operations

1. Manage a large team of BPO staff consisting of voice-based call-center, inside sales agents, back-office operations, field delivery staff ensuring high level of customer satisfaction, productivity & compliance

2. Review and enhance processes covering all areas of operations aspects to attain high degree of operational efficiencies

3. Create training manuals, oversee training sessions and create metrics to track training efficiency

4. Conduct as required daily/weekly and monthly performance review covering all operations to achieve maximum productivity from each position

5. Monitor and control all debtors, creditors, tax liabilities, etc.

6. Monitor control over reconciliation of various accounting heads/ products

7. Review and enhance MIS and analytical tools

8. Explore avenues for technology-enabled processes to improve efficiency