Senior Manager - Operations - BPO

Senior Manager - Operations - International MNC BPO in Pune.

Position requires the leader to be accountable for overall operations. This requires exceptional skills towards business, market and people leadership. Lead day to day floor operations drive BPI, leadership development and product enhancement. Mentor and coach on performance towards goals, quality and production standards. Work closely with BU partners for process activities, product enhancements & business innovation

Essential Duties and Responsibilities:

Business Leadership: 

- Lead the operations and develop team to be a strategic partner for the business.

- Strong reporting competencies - ability to comprehend business challenges and build reports.

- Identify business and product challenges - work on enhancement that develops better product and processes

- Align business towards the NPS and TNPS - drive client satisfaction

- Largely responsible for client interface - escalation management

- Develop process map and align it as per client needs - ability to develop and interpret VSM

- Lead process enhancement initiatives & work towards BPM methodology

- Drive and redesign metrics reporting for the business

People Leadership:

- Leadership development and grooming.

- Drive associate engagement through talent development and engagement

Skills: 

- Candidates with Engineering/Statistical background

- Strong reporting & analytical skills

- Project Management & transition experience

- Business transformation & thought leadership

- Client reporting

Experience:

- Minimum experience of 10 years in International BPO Industry, currently working as a Manager / Senior Manager Operations in an MNC BPO. Experienced which includes mentoring, training, handling escalations, and assisting with the definition of processes and procedures. Should have a god experience in driving Projects / Transformations, etc.

- Preferably leadership experience of a minimum of 8 years in International BPOs only.

- Strong client reporting/analytical and statistical background.

Should have excellent verbal communication skills.

Should be flexible to work in night shifts.

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