Senior Manager - Operations - BPO

Profile Overview

Sr Manager - Operations will be responsible for the team's performance/metrics, manpower planning, defining reporting structure, managing and conducting day to day operational level activities. It also includes employee coaching and development, internal/external customer satisfaction focus, handling escalations and ensuring organizational effectiveness by providing leadership for the sales program.

Key Responsibilities
• An out-of-the-box thinker committed towards the growth of people within the organization.
• Identifying gaps areas, creating modules and delivering strategic management developmental programmes.
• Work with training team to develop training programs basis process requirements for performance improvement.
• Work with the knowledge management team to ensure timely delivery of training content and knowledge base articles basis process requirements.
• Work with work force and recruitment teams for manpower planning.
• Drive continuous quality improvement through strategy, quality management systems and metrics for measurable results to achieve customer delight.
• Establish and maintain process baselines, process flows & perform gap analysis.
• Create presentations for Leadership Reviews.
• Provide direction, support & supervision to the assigned team & ensures resolution to their daily problems.
• Provide coaching and counseling to his/her team members through data scrubbing and analysis.
• Work towards Process Improvement, Individual Development Plan and Employee Satisfaction.
• Identify Team's Training needs & organize refresher training sessions, periodic one-o-ones & career progression discussions for continuous improvement and employee development.
• Conduct confirmations and yearly appraisals for his/her respective alignment.
• Share daily/weekly/monthly reports with the team. Review &analyze team data as he/she would be held responsible/accountable for assigned teams and their productivity.
• Deliver desired SLA's and meet/over achieve performance expectations as per defined scorecards.
• Share regular process updates with the team member's and drive the assigned team to deliver as expected and follow directions.
• Liaison with all teams across the organization providing service, advice and guidance on process improvement.
• Maintain process quality and compliance guidelines, participate in regular call calibration sessions with quality and training teams and ensure the assigned team delivers the desired quality results & provides excellent customer experience to the client/customer.
• Participate in hiring and provide capacity planning/hiring feedback and forecasting.
• Report breach of security events or other security risks to the organization.

Desired Skills & Experience
• Should possess excellent communication & interpersonal skills and should demonstrate ability to interact with people freely and fluently.
• Should possess Good Leadership & Management skills change management & analytical/problem solving skills Quick decision maker and a fast learner.
• Organized and Team player.
• Result Oriented & able to deliver within timelines.
• Prior experience (minimum 2 years) of Sr. Manager and leading a team of Sales agents, SME, TL and AM in an outbound sales environment.
• Candidate should have at least 4-5 year of experience managing outbound sales LOB in the capacity of a Manager/Sr. Manager.
• Proven project management skills, excellent communication skills, both verbal and written.
• Should be flexible to relocate depending on the location of the vendor site.
• Exposure to service / product dispatch operations will be an added advantage