Senior Manager - Operations - BPO

About the job:

Job description:

BASIC PURPOSE:

The team leader will manage the people, processes, and stakeholders for a given process.

Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks (Productivity/TAT/accuracy)

ESSENTIAL FUNCTIONS:

- Ability to lead team size of 200+ associates.

- Ability to listen and communicate effectively.

- Should be able to direct team's effort to meet the set process SLAs consistently.

- Basic understanding of Quality concepts like Lean & waste identification - Ensure relevant processes are followed on the operational floor.

- Conduct calculations to determine the staffing requirements every quarter.

- This calculation should be shared with the Managers.

- Manage day-to-day planning, thus ensuring that the teams consistently deliver on speed and accuracy within the agreed SLA frameworks.

- Manage and optimize workflows (pipeline and individual work queues) through appropriate.

- Participate in calls with the client to understand expectations, provide feedback and reports and resolve queries or escalations.

- Identify, facilitate, and implement process improvement initiatives to improve efficiency.

- Measure and review the Quality and productivity of the team and provide one to one feedback to ensure high quality and discipline.

- Handle customer complaints and escalations efficiently.

- Manage team absenteeism, attrition, attendance, breaks and conduct.

- Drive Customer Service positively and motivate team members to provide great customer service.

REPORTING RELATIONSHIPS: Associate & Senior Associates

QUALIFICATIONS:

- Minimum 15+ years of experience

- MBA and Bachelor's degree - any stream.

- Process Transition Experience will be an added advantage.

- Should have good knowledge of MS Excel, Power Point and Word.

- Excellent communication skills