Operations Manager BPO (International Voice Process)
Job Responsibilities:
Manage performance of the team
Deliver on SLA commitments based on the contract
Meet and exceed customer satisfaction goals
Daily/Weekly/Monthly/Quarterly reporting of SLA performance
Attend daily calls with client
Employee retention to meet client targets
Proactive management of business/operations trends
Planning & executing the supply chain management process including but not limited to hiring & training, operations, career progression and retention of the employees
Work with WFM team on a weekly basis for capacity planning based on volume forecast
Formulate continuous improvement plan
Coordinate with IT team to fix all IT related issues for the team
Operations Management
Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client
Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders
Capacity / Resource planning and management
Liaison with cross functions across the organization addressing the needs of the team members
To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)
Business continuity planning & risk management
Create, generate and publish reports with the help of MS office tools
Proficiency in tools & CRM systems
QA forms and understanding it’s impact to customer experience
Reporting/Analytics to monitor metrics and take actions necessarily and target improvements
Skill Development:
Addressing skill gaps in Product / Process / Technology / Communication
Mentor Leads & respective team members
Plan relevant training programs working with respective groups
Project Revenue & Cost Management
To manage revenue & cost management
Operate on planned budget
Resource planning (People / IT)
Client Management:
Ensure client management with “100 referenceable customers”
Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders
Set and manage client expectations
Identify potential new business opportunities
To take complete ownership of the cases and to take feedback on negative surveys
To handle deviations and carry out risk analysis
Quality Management
Create and improve process guidelines and framework
Drive adherence and compliance to organizational / quality standards
Formulate action plans for consistent service delivery quality
Create preventive and corrective action plans on customer or Client comments /feedback
Eligibility Criteria :
Minimum of 24 months experience in JL3A Grade and above
Minimum of 2 Years in Project handling and client interactions
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