Manager/Senior Manager - Operations - BPO

Work Experience Requirements/Responsibilities:

- Minimum 8 years of experience and prior experience in managing Operations in a Domestic BPO only for a minimum of 2 years

- Experience of having managed multiple clients in a domestic BPO with a span of at-least 100 FTE

- Should possess ability to drive operational strategies and improvement initiatives to deliver on performance SLA- .

- Thorough experience in Client Management and Interaction.

- Ability to meet financial objectives/estimating requirements, cost benefits, capacity, workforce planning as well as planning for hiring and training.

- Recruitment and hiring skills for onboarding required workforce

- Would require experience with executing process improvement & compliance standards.

- Should be able to conduct weekly and monthly internal and external performance reviews & prepare strategies to improve and better performance

- Data & trends analysis and devising coaching and feedback plans for team and group leads

- Good people development skills

- Ability to liaise with relevant support departments and business stakeholders

Technical Skills:

- Excellent Written and Spoken English

- Analytical Skills

- PowerPoint making & presentation skills

- Good Excel Skills - using excel for creating strategic plans based on historical data

- Readiness to work in various shifts and weekends based on process requirements

- Basic understanding of key Financial evaluations

- Thorough knowledge of performance metrics in call center environment

- Good negotiation and persuasive skills

- Knowledge of forecasting and scheduling concepts and models

- Ability to create balanced score cards and action plans

Others Skills:

- Good Communication Skills/Customer Focus/Problem Solving/People Skills

Total Experience: 8 + years - Relevant Experience: 1 + years

Age: 28 to 45 years

Shift timing: 6 days working, Rotational day shifts