09/10 Priti Goyal
Founder at Serving Skill

Views:652 Applications:207 Rec. Actions:Recruiter Actions:4

Manager - Operations - BPO (9-14 yrs)

Bangalore Job Code: 854843

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

Women-friendly workplace:

Maternity and Paternity Benefits

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