Senior Manager - Blend Voice & Back Office Operations - Retail Domain - BPO

Senior Manager - Retail (Blend Voice and Back Office)

Roles & Responsibilities:

- Drive Performance and deliver/review agreed service levels

- Meet monthly billing targets

- Implement the capacity plan & manage resourcing accordingly

- Identify process gaps & drive quality projects to improve the process

- Review & feedback on client escalations

- Identify opportunities to maximize efficiency through cross skilling & effective resource utilization

- Communicate with on-shore/clients regarding new projects/IT issues

- Develop direct reports through coaching & feedback

- Oversee action plans/PIP in place for bottom performers

- Engage Team Members through regular 1-0-1s and team meetings

- Liaise with on-shore counterpart to discuss performance

- Managing absenteeism, sickness and holidays for self and others

- Managing attrition through regular review of warning signs

- Conducting interviews to select the best candidates for the utmost fitment in the role profile

- Generate and publish Weekly/Monthly/Quarterly reports

- Participating in periodic performance reviews of process, self and team members

- Identifying Training and Quality needs

- Driving R&R and employee engagement