Manager - BPO Operations

- Candidates from western suburbs and who can join at the earliest only apply

- Candidates from BPO - relevant experience in Inbound insurance or Inbound BFSI domain (voice process ) only apply

Responsibilities:

- Manage Client escalations and complaints

- Measure and manage the team to meet performance targets

- Ensure that all Human Resources policies and procedures are observed

- Develop performance goals for all Team Leaders and conduct midyear and annual reviews

- Ensure follow-up action is taken as per requirement and that the customer is kept informed

- Provide relevant internal and external reports as per the business unit requirements

- Analyze business data identifying and highlighting trends to the management team

- Monitor absenteeism and adherence for the business area

- Analyze operational data and take relevant action

- Participate in weekly and monthly calls with clients to understand the expectations from the teams and provide updates

- Ensure that all audit related issues are brought to a close

- Identify and drive continuous improvements and initiatives in the process

- Coach & mentor Team lead enabling them to manage their teams

- Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management

- Ensure that all internal customer/Employee queries are followed up on a timely basis

- Collaborate with internal teams, inter departments, cross functions across locations

Requirement

- Excellent communication skills required (B29)

- Proficiency in MS office

Education

- Degree with minimum 8+ years of relevant experience in Inbound insurance or Inbound BFSI domain (voice process only)

- Shift timings-24x7

Location-Malad

Location Boundaries- Churchgate / Virar / Thane

Transport Facility- During Night time

Salary Range- Upto 14 Lacs pa

Weekly Off- 1 Rotational Off