Assistant Manager Operations for Sparsh BPO

Candidate should have minimum 5-6 years of prior work experience in a service industry with 5 years in a BPO/Call center.

Stability in previous jobs.

Preference/aptitude for a career in customer service environment.

Demonstrated team handling skills in the past.

Adept at communicating across business and cultural barriers to ensure customer satisfaction

Specific Job Skills: Ability to motivate people, Good analytical and problem solving skills, Business acumen, Commercial bent of mind, Mature, Enthusiastic, High on Integrity, Ability to work with numbers, Ability to handle stress, Take initiative, Ability to delegate responsibility.

Job Description:
Ensure Service Level Agreements (SLAs) for the process are met as agreed upon with the client

Identify causes for non-achievement of SLAs, develop solutions and execute the same

Review and analyze performance reports against targets on a weekly/monthly basis with Team Managers and with client and investigate causes for performance deviations

Ensure process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures such as disaster recovery, 3rd Party SLAs etc.

Monitor compliance adherence through timely audits, generating awareness on the floor etc.

Manage performance of individual teams through performance management techniques, career planning strategies and sharing of best practices.

Perform trend analysis on MIS/ data and identify deficiencies (tools, metrics and reports) and recommend solutions; ensure maintenance of processes and procedures to facilitate the same.

Responsible for attrition management and arranging for backfills on a timely basis.

Mentor and ensure smooth induction of new hires in the process.

Develop strategic & tactical plans to identify, analyze and effectively respond to clients needs, emerging trends and best practices.

Work closely with HR to ensure high employee morale and retention initiatives.

Manage attrition by implementing measures for retention of work force.

Review, recommend and implement new methods and procedures to ensure efficiency of operations.

Conduct dip checks of parameters that impact performance to ensure data integrity.

Conduct skip level meetings at regular intervals to address concerns, if any.

Responsible for staff performance, management, compensation and rewards & recognition programs.

Attend daily huddle with team managers to be updated on all the floor issues /concerns.

Set KROs for the team managers, team leaders and team managers and ensure KROs are aligned to the client SLAs and the overall organizational goals.

Drive quality initiatives such as Six Sigma/ COPC to ensure continuous improvement.

Ensure adherence to norms specified by COPC certification and BS7799 specifications.

Provide reports on the process metrics and employee performance to the Top Management.

Conduct regular meetings with the support teams namely, Transition/Projects & Technology to ensure that the internal SLAs are met.

Responsible for budget management & cost control measures.

Understand billing parameters of clients and take measures to ensure billing optimization.

To be involved in recruitment & selection process of floor employees.

Monitor employees count for full time attendance.

Conduct performance reviews daily/ weekly/ monthly.

Co-ordinate with Helpdesk for employees query resolution.

Monitor and manage call and process related quality.

Encourage and initiate sharing of best practices.

Interact with other operations teams to avail required information.

Liaise with HOD/ COO regularly.

Conduct forecasting of business flow.

Manage various trainings namely, V&A, Process, Up skill and refreshers

Involve in on the floor and offsite social activities.

Liaise with departments like transport, admin and HR-Ops to facilitate efficient management of operations.

Preferably experience in order management.