Senior Manage - Operations - Voice Process - BPO

Senior Manage Operations (voice Process) for an MNC BPO in Hyderabad.

Job Description :

- Responsible for the co-ordination of the operations of contact center. This position is focused on the quality and efficiency metrics used to measure the overall operational excellence. Partnering with onsite and remote program managers, this role facilitates the transition of new projects, products, systems and processes from project to operational status.

- The Operations Manager owns site goals and objectives in line with global strategic planning and coordinates with recruitment, training and workforce management to meet the forecasted demand. Leading teams of managers, supervisors and associates, the Senior Manager Operations' goal is to deliver the perfect Seller interaction.

Summary of Responsibilities - 

- Monitor Site performance against key business metrics. Raise the performance capability of the Site

- Solve complex support business problems and puts plans in place to mitigate negative service trends through identifying and eliminating barriers to productivity and quality.

- Hold the leadership team accountable to provide timely and efficient service; oversee escalations and track towards resolution, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team.

- Partner with Capacity team to understand forecast and ensure resource plans meet the operational demand

- Motivate employees to achieving the perfect seller interaction, service level agreements and targeted quality and productivity goals

- Coach and develop Operations Managers, supervisors and managers on career paths for internal promotion and job enrichment opportunities

- Identify system and process improvement opportunities which will directly influence the seller experience

- Facilitate programmatic transition to operational go live status

- Manage and coordinate change management initiatives

- Implement communications strategy across the site

- Participates in recruitment and selection activities including role modeling through hiring decisions and processes

- Manages performance and behavior of direct reports through effective 1:1 meetings, coaching and mentoring

- Actively participate in network-wide strategic planning of quality initiatives, process change initiatives, Lean/Kaizen activities, etc.

- Accountable for site performance at WBR meetings. Input into country QBR

- Ensure site leadership and associates have a clear understanding of the performance bar and criteria used to differentiate performance

- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.

- Manage the career growth and development of the Support leadership team by helping team undertake stretch goals, honing their leadership and management skills, and driving focus Leadership Principles

- Build a talent pipeline for all roles

- Facilitate understanding of broader organizational tenets and strategic goals.

Desired Candidate Details :

- 12-18 years successful experience in Operations Management in a contact centre / BPO environment and currently working as a Manager / Senior Manager Operations in a Tier 1 International Global MNC BPO preferably in a Voice Process.

- Demonstrated ability in developing and implementing new strategies and procedures

- Demonstrated ability in managing reporting and analysis

- Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions

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

- Advanced knowledge of Excel is required for this role

- Strong presentation skills and the ability to motivate and inspire large groups of people are a must

- Project Management experience preferred

Preferred Qualifications -

- Proven ability to make and implement decisions.

- Proven ability to build relationships quickly.

Interested candidates can apply or call us @ 040-40101210/11.