Sr. Manager-Operations (Equiv. to VP) ll 12 to 18 years ll Hyderabad ll MBA-Full Time (Tier-1)  One of our MNC clients is looking for Sr. Manager-Operations (Equivalent to VP) for Hyderabad location. The details are given below, please go through and reply with your updated profile.  Company Name: Top MNC  Position : Sr. Manager-Operations (Equivalent to VP)  (Min 2-3 years experience as Vice President)  Domain: Contact Center Operations (ONLY Voice Operations)  Experience: 12 to 18 years  Education: Graduation (Full time) and MBA (Full time) from premium B-School  Job Location: Hyderabad  Summary of Responsibilities  - Manages a team of up to 300 plus headcount consisting of Operations managers, Team managers, supervisors, associate advisors and associates   - Monitor Site performance against key business metrics. Raise the performance capability of the Site   - Solve complex 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 to clients; 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 achieve the perfect client 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 client 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 the network-wide strategic planning of quality initiatives, process change initiatives, Lean/Kaizen activities, etc.   - 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 process leadership team by helping team undertake stretch goals, honing their leadership and management skills, and driving focus on company's Leadership Principles   - Build a talent pipeline for all roles  - Facilitate understanding of broader organizational tenets and strategic goals  Education, Experience, and Skills  - Degree Qualification in business and management   - 12-15+ years successful experience in Operations Management in a contact centre environment  - 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 trade-offs 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

Hyderabad

Senior Manager - Contact Center Operations - Voice - IIM/XLRI/FMS/MDI 

Senior Manager - Contact Center Operations - Voice - IIM/XLRI/FMS/MDI  ,Job Description for Senior Manager - Contact Center Operations - Voice - IIM/XLRI/FMS/MDI  in Philter HR Solutions in  Hyderabad for (12-18) years of experience. Apply Now!

Job Description for Senior Manager - Contact Center Operations - Voice - IIM/XLRI/FMS/MDI  in Philter HR Solutions in  Hyderabad for (12-18) years of experience. Apply Now!