Manager - Operations - BPO

Job Description: 

Roles & Responsibilities : 

- To manage the day-to-day operations with a team of TAC engineers and meet the required service levels, quality, and productivity 

- Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team. 

- Acts as a point of contact for the resolution of customer escalations, inquiries, and complaints from external and internal customers.

- Suggest process improvements, Value Adds, and Improvement plans as required. 

- Attend Weekly Review with Client. 

- Ensure all Company policies and procedures are implemented consistently and fairly. 

- Implement best practices on the floor. 

- Monitoring, coaching, and feedback, the responsibility to ensure Top-notch customer experience in every call. 

- Act as an interface between the team and the management and all Support functions so that the team operates smoothly at the highest efficiency and within the prescribed norms. 

- Compliance to log-in, log out & scheduled breaks of agents. 

- Conducting performance appraisal for the team. 

- Mentor team members to bring out the best among them. 

- Conduct periodic appraisals and publish reports/dashboards to management. 

- Should undertake overall people management for the team. 

Competencies :

- People management 

- Drive Team/Site/Org Level Metrics 

- TAC Operations 

- Client Interaction 

- Performance Management 

- Client Management 

- Queue Management 

- Escalation Management 

- MIS and reporting 

Shift timing: Regular US time zone

Work location: Bangalore