Essential Experience: - 10 - 14 years of experience in BPO Operations managing all LOBs in a Logo - Independently manage the site, people and metrics related to the programme - Should have deep knowledge and understanding of the ecommerce, Competition & Market trends in BPO - Should have deep understanding business financial metrics - Ability to comprehend end to end forecast, capacity plan and training metrics Role Challenges: - Present reviews to the Client on daily/weekly/monthly basis. Generate additional process insights, capture end customer voice and share with client - Drive Entire Operations through Leading and assigning team responsible for delivery - Work closely as a process head, enable support functions to deliver best in class ecommerce operations - Adherence to client SOPS and internal compliance @ 100% - People management with help of skip level meetings, TL grooming and Red Amber Green analysis - Agent development through strong coordination with Training Personal Style Enablers: - Ability to motivate and inspire teams - Diligence in following through Operational Parameters - Complete diligence in SOP governance and adherence - Innovative and able to foresee market conditions - Build and sustain relationships with key people in the Customer Environment - Extrovert with a sales mind set Primary Job Responsibilities: - Drive Continuous improvements and innovations to enhance quality, CSAT - Optimizing spend for LOBs - Prepare medium-term plan, annual budgets and activity plan consistent with the agreed strategies with Unit and organizational goal - End to end client Management including daily/weekly/monthly reviews with client, value addition to the client and proactive communication to internal and external clients - Positioning IGT Solutions & Services as a major player in the Ecommerce segment to become a partner of choice for Ecommerce related companies in BPO services - Develop, manage and execute customer delight programs - Accomplish the organization's goals and objectives - Meet &amp; Exceed all BPO metrics like AHT, Staffing Adherence, Abandoned% Occupancy for Voice Business, EWT, - Back office : Meet and Exceed all TATs for all Transactions along with desired accuracy - Attrition &amp; Absenteeism to be below the standard BPO Industry benchmark; &lt; 6% on a Monthly basis - Process compliance to be above 99%

Pune

IGT Solutions - Senior Manager - Operations 

Job Description for IGT Solutions - Senior Manager - Operations  in IGT Solutions Private Limited in  Pune for (10-14) years of experience. Apply Now!