Manager - Operations - BFSI

Responsibilities:

- Own the complaint management process,

- Ensuring key metrics viz. Satisfaction%, SLA, Quality-, Cost are in line with targets

- Support any ad-hoc activities/projects that require Contact Center help

- Tracking performance and deliverables closely to deliver on tight timelines and achieve KPIs.

- Interacting regularly with senior management to ensure the process hygiene, targets, achievements and future goals are in line with company goals.

- Interact with all stakeholders to understand their requirements and expectations to achieve the business goals.

Key Skills Sought:

- Excellent communication skills - verbal, written to include report writing and group presentations

- Influencing and negotiation skills

- Well developed interpersonal skills

- Commercially sound with a good understanding of profit and loss accounting and the influence of operating factors e.g. volume v price

- Excellent organization skills, able to prioritize

- A collaborative team player - concerned with the team success as well as individual performance

- Visible Leadership skills - can motivate others to achieve

- Solution orientated, decisive by nature

Personal Attributes:

- Self-starter - high energy levels

- Positive and Enthusiastic

- Resourceful

- Strong professionally - credible with integrity

- Good Listener - will challenge constructively and respond well to feedback

CTC : 18 to 20 lpa

Requirements: 6 to 10 years preferably from Call Centre Operations background