Manager - Operations - BPO - Telecom

- Manage the team, with direct responsibility for achievement of process goals and employee satisfaction

- Coach leaders in shift management skills, review of team performance and report generation for performance analysis and feedback.

- Be the Point of escalation for all HR / Admin related issues

- Ensure confidential information are safe

- Arbitrate between different units and sub-units on work allocation and responsibility

- Translate business and client goals into individual deliverables

- Evaluate problems, conduct root cause analyses and take appropriate improvement measures with adequate control mechanisms

- Motivate the team, as a prime responsibility

- Ensure process and SLA compliance, while at the same time maintaining and improving process profitability through productivity measures

- Identify and consolidate business growth opportunities at the client end

Skills Required :

- Computer usage : MS Office applications

- Planning and Scheduling Skills

- Organizing Skills.

- Interpersonal Skills

- Leadership and Teambuilding Skills

- Decision Making skills

- Positive attitude/empathy towards people

- Excellent communication skills

- Client Management skills

- Conflict Management/Resolution Skills

- Presentation Skills

- Coaching Skills

Knowledge Required :

- Knowledge of client & end user requirements

- Global Business Trends and Best Practices

- Knowledge of Cross Cultural etiquettes to interact with clients from across the globe

Work Experience :

- 8-10 years with superior people management skills, preferably from Telecom industry