TA at Rupee Redee
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RupeeRedee - Manager - Tele Collections & Operations (6-9 yrs)
Manager : Tele collections & Operations - BPO based role; prior experience of 6-9 years required
Location : Gurgaon
Job Description : Manager TC&Ops
1. Responsible for the delivery of the overall operations and as well as collections.
2. To proactively maintain regular engagement with key stakeholders in line with business expectations.
3. Ensure delivery of KPIs/Business targets including day to day service levels, customer experience, quality measures, and compliance measures
4. Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework,
5. Succession planning will be in place to ensure key roles are filled and individual talent is recognized
6. To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
7. The continuous identification implementation of operational best practice through interaction with the wider team
8. Selecting, effectively managing and coaching Team Managers
9. Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
10. Manage and develop the operational client relationships by conducting (where appropriate) operational review meetings and day to day ops liaison within key workstream
11. Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call center management experience is essential to be a success in this role
12. Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
13. Excellent leadership, people management, communication and influencing skills at a senior level
14. Experience of working in an Outsourcing or contact center operation
15. Strong commercial understanding and previous accountability for profit targets
16. Setting and reviewing of organizational/ productivity objectives in line with the commercial contract.