JL 5B/A (Senior Operations Manager / Operations Manager) Customer Relations &amp; General Customer Service Voice Support OVERALL PERSONALITY :&nbsp; - Must have strong affinity for British culture and British business ethics - Must be a good coach (to be able to provide feedback that is specific, actionable and developmental) and a strong motivator (to energize and create operational buz) - Must work across units and departments to ensure the right stakeholders are coming together for the greater good of the team - Must be comfortable working with ambiguity - Must have strong administrative skills - Must be a high performance influencer GOVERNANCE DRIVERS :&nbsp; - Primary objective will be to supervise the day-to-day delivery and performance of the team - avoidance of service penalties and continuous process improvements are key - Ensure process and regulatory compliance. Regulatory adherence is a key to success - Must meet all call center financial objectives by estimating revenue; preparing budgets; scheduling expenditures; analyzing variances; initiating corrective actions and driving timely and accurate reporting - Must demonstrate strong ownership across all customer escalations and complaints - Must manage resource planning, career planning, performance management for directs and drive transparency and accountability across all levels - Must control attrition via appropriate engagement and fair/transparent appraisals - Regularly formulate and execute internal and external governance - Will be responsible for all reporting governance including, but not limited to, call center performance reports, agent statistics, customer matrices and associated trends - Overall, ensure the UK Call Centre meets and exceeds its customer needs and expectations via driving a - quality first- ethos and a - o OVERALL PERSONALITY :&nbsp; - Must have strong affinity for British culture and British business ethics - Must be a good coach (to be able to provide feedback that is specific, actionable and developmental) and a strong motivator (to energize and create operational buz) - Must work across units and departments to ensure the right stakeholders are coming together for the greater good of the team - Must be comfortable working with ambiguity - Must have strong administrative skills - Must be a high performance influencer GOVERNANCE DRIVERS :&nbsp; - Primary objective will be to supervise the day-to-day delivery and performance of the team - avoidance of service penalties and continuous process improvements are key - Ensure process and regulatory compliance. Regulatory adherence is a key to success - Must meet all call center financial objectives by estimating revenue; preparing budgets; scheduling expenditures; analyzing variances; initiating corrective actions and driving timely and accurate reporting - Must demonstrate strong ownership across all customer escalations and complaints - Must manage resource planning, career planning, performance management for directs and drive transparency and accountability across all levels - Must control attrition via appropriate engagement and fair/transparent appraisals - Regularly formulate and execute internal and external governance - Will be responsible for all reporting governance including, but not limited to, call center performance reports, agent statistics, customer matrices and associated trends - Overall, ensure the UK Call Centre meets and exceeds its customer needs and expectations via driving a - quality first- ethos and a - one contact resolution aim ENABLERS :&nbsp; - Conduct quality assessment across the board and ensure we have the right people in the right job at all times - Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets - Work actively to drive the automation agenda at Infosys - Must partner with the right resources to determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews ENABLERS :&nbsp; - Conduct quality assessment across the board and ensure we have the right people in the right job at all times - Ensure that the team members have the necessary knowledge and training to effectively deliver on their targets - Work actively to drive the automation agenda at Infosys - Must partner with the right resources to determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews

Pune

Infosys BPO - Senior Operations Manager/Operations Manager - Customer Relations & Customer Service - Voice Support 

Infosys BPO - Senior Operations Manager/Operations Manager - Customer Relations & Customer Service - Voice Support  ,Job Description for Infosys BPO - Senior Operations Manager/Operations Manager - Customer Relations & Customer Service - Voice Support  in Infosys BPO in  Pune for (8-16) years of experience. Apply Now!

Job Description for Infosys BPO - Senior Operations Manager/Operations Manager - Customer Relations & Customer Service - Voice Support  in Infosys BPO in  Pune for (8-16) years of experience. Apply Now!