Sr Manager - BPO - Telecom

Sr Manager - BPO - Telecom - for a Leading BPO in Mumbai

Job Description :

- Ability to maintain a strong relationship with Client on relevant operational topics (quality, readiness, support model, change management

- Responsibility for providing all relevant information to The Client Outsourcing management to assist accurate budget

- Ability to provide to the Client outsourcing management all relevant information about operational results for Weekly/Monthly/Quarterly business reviews

- Ownership of operational business review process from the COMPANY side (working closely with Account Manager). Ability to gather all related information from within COMPANY in a timely fashion

Desired profile of the candidate

- A minimum of 8 year‘s of exp in ITES/BPO/Contact Center /Captive space

- A prior Telecom (Internet Service Providers, fixed line, wireless, data services, cable & satellite services provider, integrated communications providers) process exp is A must

- Controlled person, remains focused even in periods of unexpected situations

- Embraces and can lead through change….

- Passionate about customer experience and understands the drivers of what influences customer experience

- Proven track record in a customer service environment

- Strong analytical ability, can assess complex data points and ensure the right decisions are taken to drive improvement

- Process oriented person, ensures process are standardized throughout the contact centre

- Ability to communicate with different people at all levels

- Can adjust style of communication in accordance to the audience

- Ability to give constructive feedback and strong background in coaching people and leading teams

- Makes decisions independently and as required to ensure the right focus is maintained in operations

- Ability to schedule staff to achieve maximum effectiveness

Please send in your resume as a word attachment to mahendra@indiarecruit.com