Mgr - Operations - Customer Care/Order Mgmt

Manager Operations (Customercare / Order Management) - MNC BPO in Bangalore.

Job Responsibilities :

- Lead and manage a team of Seller Support Associates; \responsible for the overall direction and performance of the teams

- Ability to set the vision, direction, and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the tea accountable for meeting and exceeding performance targets

- Manage the career growth and development of the Seller Support Leadership team by driving focus on \Leadership Principles

- Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit

- Responsible for Training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department

- Carry out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution

- Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments

- Manage the career growth and development of the team by driving focus on Core Values. Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model Operations and Project Management

- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives

- Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization

- Works to build and maintain seller trust

- Solving complex seller support issues and proactively heading off negative service trends.

- Identifying and eliminating root cause barriers to accuracy, productivity, and quality

- Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures

- Developing and achieving performance goals and objectives in order to achieve seller promise expectations

- Participates on business leadership meetings, representing Seller Support business unit to VP and/or SVP level management.

- Develops and drives strategies and programs which improve the competitive position and profitability of the organization.

- Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

- Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean / Kaizen activities, and other change/Six Sigma initiatives

- Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization

- Works to build and maintain seller trust

- Solving complex seller support issues and proactively heading off negative service trends.

Qualification & Skills :

- 10 - 15 year’s successful experience in Operations with demonstrated progressively increasing responsibility and should be working as an Manager Operations in an MNC BPO preferably from Voice / Order Management / Tech Support process having customer interface and willing to work in rotational shifts.

- Should have led a team of at least 20 - 25 agents and be designated as an Manager. Finance Process Operations experience is not preferred.

- Understanding of Lean and Six Sigma and a keen interest in and familiarity with technical systems.

- Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement is strongly preferred

- Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must

- Project Management experience.

Interested candidates can send their profiles to jpabhishek@searchlight.co.in or call me @ 040-40101210/11.