Job Description:
We have an excellent opportunity for the position of Manager / Senior Manager for a leading MNC BPO in Hyderabad.
Designation – Manager / Senior Manager
Job Location – Hyderabad
Shift – U.S
Experience – 7+ years
CTC – 9- 12 L .
Qualification – Graduate
Job Responsibility:
Proactively resolve people issues and ensure that attrition is well below the defined target
Leading operations and spearheading processes for excelling business targets for the Business Unit
Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, productivity per person, Monitoring, Time management, SU, SOW, BCP, Reports, Dashboards, other deliverables as required
Implementing short/long term plans for achievement of process objectives
Driving Continuous Improvement Initiatives
Develop and implement measurement systems and provide insightful analytics around the metrics
Deep technical expertise and data orientation in Controllership, Management Information System and Service Delivery
Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, raise issues proactively & build relationship, Understand customer issues proactively, fix to get the delight factor
Set goals for the team and communicate goals on a regular basis
Coach & mentor people Motivating team with excellent people touch
Productivity and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma
Reconciliations of client reports
Leading calls with Clients/ other business functions
Running of projects independently
Preparation Of Dashboards and ability to understand current Business processes and suggest improvements
Work experience background required:
7 years experience in a BPO/KPO
Strong analytical skills & problem solving skills.
Should have handled a team of 70-80 people including Team leads
Preferably the candidates prior experience in the Payment gateway or Internet based process will be an added advantage.
Ability to work & communicate with people across organizational unit.
Strong interpersonal & Management skill.
Essential skills:
Excellent Analytical & Communication skills
Self-motivated and execution oriented
Ability to work on Multi Tasks and should be flexible
Project management experience
Team worker and should have people/peer management experience
Customer Management exposure and good presentation skills is a must
Leading calls with Clients/ other business functions Independently
High MS-Office skill (Advance Excel) preferred
Ability to handle pressure – Timelines and Customer Demands
Interested candidates can mail on ravinath.s@2coms.com or can call on 09748092336.
Salary:INR 9,50,000 – 12,00,000 P.A
Industry:BPO / Call Centre / ITES
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Voice
Role:Assistant Manager/Manager -(NonTechnical)
Keyskills:
Assistant Manager Manager Attrition Shrinkage SLA CSAT NPS Email & Chat Process E – mail and Chat email process chat process
Desired Candidate Profile:
Candidates having experience in E-mail & Chat process will be highly preferred.
Education-
UG: Any Graduate
PG:Post Graduation Not Required
Doctorate:Doctorate Not Required
Company Profile:
2Coms Consulting Pvt Ltd.
Manager / Senior Manager
2COMS is a leading recruitment firm supporting its client over PAN India requirement on various positions
Recruiter Name:Ravi
Address:388,Block-G New AlipurKOLKATA,West Bengal,India 700053
Website:http://www.2coms.com
Telephone:09748092336