BPO Operations Manager

☞ Skyrand Technologies

View: 106

Update day: 06-05-2024

Location: Coimbatore Tamil Nadu

Category: Other Consulting / Customer Service

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Job content

Job Description

Description:

We are a non-voice BPO based out of Coimbatore with a team size of 20+ people and soon to be a 100+ team. We primarily work with North American and European clients and are looking for a person who can bring some operational efficiency to our team.

Job Responsibilities:

  • Responsible for the day-to-day function of the systems and processes and ensuring high quality of services.
  • Ensure all systems operate smoothly and align with our quality standards.
  • Maximize the efficiency of all business procedures.
  • Establish production KPIs and conduct quality assessments.
  • Monitor daily operations and address potential issues when they arise.
  • Build processes that meet our business objectives and ensure compliance with various standards like ISO and GDPR.
  • Generating innovative ideas that are cost-effective ensuring profitability for the company.
  • Adhering to client requirements, managing client relationships independently, work with the client organization well to ensure target KPIs are met in the account.
  • Manage Attrition in the account, drive retention initiatives on the floor to manage tenured and experienced employees
  • Monitor financial data and recommend solutions that will improve profitability
  • Take into account the needs of external and internal stakeholders and incorporate them into new strategic plans
  • Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.


Job Skills:

  • Previous experience as a Business Operations Manager or in a similar role
  • Sound understanding of Operations & Delivery, coming with a strong background in managing contact centre
  • Strong leadership skills and ability to ensure the team understands job and business requirements and build team empowerment
  • Very strong people person, ability to work with a diverse set of people.
  • Good experience in client management & passionate about customer experience
  • Experience with databases and project management software
  • The ability to interpret financial data and allocate budgets
  • Excellent interpersonal and communication skills
  • Any Graduate
Experience Required
Mid-Senior level
Location
Coimbatore, India
Employment Type
Full Time
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Deadline: 20-06-2024

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