Manager - Customer Service - BPO

Location:Pune

- Leading and developing a team of 40-60 associates; responsible for the overall direction, performance management, coordination and evaluation of the team.

- Actively participate in and drive the continuous improvement culture through and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.

- Carrying out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.

- Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Managers

- Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc. and may require interface with other sites in network

- Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

- Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of operations managers

- Develop and Achieve performance goals and objectives in line with the network wide vision and

- Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.

- Assist in developing and implementing training programs to improve the quality and productivity of the team.

- Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.

- Developing and achieving performance goals and objectives in line with the network wide vision and goals.

- Focus on management of SLA, quality and customer experience

- Trouble shooter in case of issues relating to process affecting the SLAs