06/06 Akshi Bhagat
Manager Recruitment at HGS

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Hinduja Global Solutions - Manager/Senior Manager - Telesales Outbound Operations (7-12 yrs)

Pune Job Code: 705854

Key areas of responsibilities (KRAs) a. Customer-related :

- Manages daily performance to ensure that all CROs, Team Leads, AMs, and Manager-Operations are providing an above-average level

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

- Manage customer escalations within permissible TAT

- Coordinating with the client on process related issues and updates

- Uphold Our Client/Company virtues

b. Financials related :

- Ensure the profitability of the process

- Preparation of budget and process manpower count

c. 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

- Identify and organize training programs

- Interview candidates to ensure the quality of Hire

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

- Identify key people, mentor leaders (succession planning)

- Develop and drive people engagement initiatives to control attritions and shrinkage

d. Process-related :

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

- Coaches and mentors CROs, Team Leads, AMOs

- Recommends new ideas for improvement in work processes within the Call Centre, to provide excellent customer service.

- Accountable for the production and quality targets of the team

- Performance Projection of the process

- Mining of the account in co-ordination with the Department Head and ensuring the account grows

2. Secondary responsibilities (if any) :

a. Customer related / b. Financial related / c. People related / d. Process related :

Desired skill sets - Drives innovation and process improvement

- Ownership and accountability

- Project Management

- Excellent communication skills (verbal and written)

- Excellent client relationship Management skills

- Ability to exercise tact and excellent interpersonal skills

- Time management skills

- Analytical and data interpretation skills

- Logical Reasoning and problem solving skills

- Self-motivated and a self-starter

- Sound Knowledge of English, Hindi and other regional language(s)

- Good understanding of the BFSI & Telemarketing Domain

- Good Knowledge of Billing and managing P&L

Desired qualifications (including certifications) Graduates /Post Graduates

Desired years of experience Minimum 10 years experience in BPO industry, out of which minimum 6 Years (recent) in managing BFSI or Telemarketing accounts

Internal Customers, if any Operations & Shared Services Teams

External Customers, if any Client

Salary offered - 7-15 LPA

Women-friendly workplace:

Maternity and Paternity Benefits

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