29/11 Deepthi
Recruiter - Human Resources at Hapstive Services

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Manager - Operations - Voice/Semi Voice Process - BPO/ITeS (7-12 yrs)

Bangalore Job Code: 639006

JOB DESCRIPTION :

Responsible for day to day operations management

- Monitor and ensure organizational and contractual commitments are met (eg. Budget/cost, service availability, responses, reports)

- Resolve /Monitor customer escalations as appropriate.

- Responsible for mentoring, training, career development, performance management

- Provide direction for and support of process change initiatives including robust documentation and training.

- Reviewing and mentoring process accuracy on a periodic basis.

- Periodic client reporting and conducting quality audits

- Good experience in MS office applications (PowerPoint, Visio, MS Project)

- Able to work and deliver under pressure

- Should have keen eye for detail.

- Must be flexible and able to work in shifts.

- Should have confidence to discuss instructions and deliverables with clients and management to ensure clear understanding.

- Demonstrated experience in dealing with large scale, highly available, and SLA managed services.

- Performance Management.

- People Management.

- Process improvements

- Client Relationship Management.

CRITICAL SKILLS REQUIRED :

- High analytical skills

- Lean Certification or Six Sigma certification would be added advantage, but not mandatory

- May or should have information on internet or social networking products or services

- Good communications skills and written skills

- Excellent knowledge of Service Delivery in a voice/semi voice process

- Well versed with Microsoft applications, specially excel and power point

- The job will require fairly high amount of work in shift environment as per requirement

- Candidate shall be responsible for all risk management & compliance activities as applicable to this functional role.

Please apply with your updated profile and we will reach you back if your profile matches our requirements.

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