Founder & CEO at BinaryStar SearchX
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Senior Manager - Operations - BPO/ITeS (10-15 yrs)
- Manage the operations and customer service delivery process for the assigned projects/clients with end to end delivery of required solutions within pre-decided TATs and quality parameters
- Act as a domain expert for Operations Department
- Ensure smooth operations of the assigned processes through monitoring performances of the teams/individuals and handling escalations
- Manage internal delivery teams and external partnerships for fluent client deliveries without any hurdles
- Identify and build on areas where value can be added in operations. May conduct research to identify areas of improvement.
- Lead projects of improvement and track measures/processes to improve quality and productivity
- Assist in developing and maintaining appropriate systems, policies and procedures for the effective management and optimum deployment of resources
- Ensure that appropriate (internal/external) customer service standards are achieved and maintained.
- Define customer satisfaction parameters and track customer satisfaction
- Play a key role in the Automation Projects to bring down the Cost per check.
- Good in MIS and analysis of all data.
- Process improvement initiatives