Senior Manager | Operations | BPO |8|12 yrs

Senior Manager Operations (International BPO), Bangalore

- We have an excellent opening for our renowned client working on SAAS based enterprise space.

- International BPO Senior Manager- Operations

- (Please do not apply if you do not possess experience in International BPO operations)

Job location : Indiranagar, Bangalore

Senior Manager - Operations

- Managing operations of the front end and back end teams

- Monitoring team performance , productivity and service levels on an ongoing basis.

- To be responsible for end to end customer contact processes and associated customer experience.

- Supporting across team initiatives to drive improvements, improve efficiency and reduce complaints.

- Collaborate with internal support teams to implement quality and training assurance programs for new hires and experienced employees.

- Identifies and recommends or acquires updates and expansions to technology, equipment and policies that may improve customer experience and process efficiency.

- Encourage problem solving, strategic thinking and customer first approach among the team.

- Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.

- Working with HR team to drive the recruitment & selection of Team Leader and Advisors.

- Carry out regular 121s to ensure clear communication and expectations with the team members.

- Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets

- Building and maintaining effective internal and external stakeholder relationships

- Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.

- Work with the WFM team to ensure the most effective resource plans are developed and achieved

- Ensures service targets, SLAs and KPIs are continually reviewed and expectations are met with optimum levels of quality & service delivery.

Requirements :

- Minimum 8 years of International BPO experience with minimum 4 years in manager roles

- International contact center experience is preferred

- Excellent communication and interpersonal skills

- Have proven experience in setting up processes

- Strong supervisory and leadership skills.

- Analytical skills and problem solving skills

In case you wish to pursue this further then please share your following details:

1. Current CTC :
2. Expected CTC :
3. Negotiable Notice Period :
4. Years of experience in International BPO :
5. Years of experience as a call/ contact center manager :
6. International BPO experience: Y/N
7. Handling number of teams with how many members