Manager - Operations - BPO

Requirement :

- Has handled a span between 60 to 150

- Has experience handling voice process,International contact centre experience Only

- Open for 24/7 environment

- Currently handling AMs and Tls

Role : Manager Operations

Span Of Control : up to 200

Responsibilities :

- Manage workflow, handle escalations,

- Proactively engage resources to address issues

- Drive creation of staffing plans, schedules, quality initiatives

- Drive process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

- Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization

- Identifying and eliminating root cause barriers to accuracy, productivity, and quality

- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

- Developing and achieving performance goals and objectives

- Develops and drives strategies and programs which improve the competitive position and profitability of the organization

Preferred :

- 10+ year's successful experience in Operations

- Should have led a team of at least 40 - 100 heads.

- Understanding of Lean and Six Sigma and a keen interest in and familiarity with technical systems.

- Excellent knowledge of statistical concepts and process improvement is strongly preferred

- Advanced knowledge of Excel, strong presentation skills

- Project Management experience