Graduate in any stream (BA / BCOM / BSC / BBA), Post-Graduation / MBA would be an added advantage. If you have 5-7 years of work experience in BPO / KPO, 2-3 years of experience as a team leader or as a supervisor in international (US / UK) voice-based projects. Please refer to the job advert for further information.

Manager – Operations

  • Achieve the SLA and operation targets; ensure high asset utilization & high people productivity.
  • To maintain the attrition level to the minimum level through maintaining high employee motivation level and continuous employee development.
  • To identify training needs and facilitate appropriate training.
  • To continuously work on process improvements.
  • To manage all team member /TL issues and escalate where appropriate.
  • To manage day-to-day relationship with client stakeholders and resolution of all issues and escalations.
  • To establish/develop good client relationship
  • Develop a comprehensive succession plan to be agreed and regularly reviewed with his/her reporting Manager
  • Ensure full deployment of performance management processes like Monitoring, Coaching, One to One, etc
  • Conduct appraisals and feedback sessions with Team leaders/Supervisors and specialists at regular intervals
  • To achieve Business Excellence by application of International Standards (COPC, ISO, P-CMM etc.)

Behavioral Competencies :
People Management : Integrating people process improvement with business process improvement. 
Establishing a culture of performance and professional excellence by Optimum utilization of manpower through better skill mapping.

Leadership Skills : Successfully influencing the activities of a group towards the achievement of a common goal and the ability to influence others through qualities such as personal charisma, expertise, command of language, and the creation of mutual respect.

Analytical Thinking and Decision Making : Bringing disciplined analysis to data and situations, to see cause and effect and taking appropriate decisions that are consistent with available facts, constraints, and probable consequences.

Communication and Presentation Skills : Effectively communicating to large number of people at the same time and creating interest and excitement in the subject while gaining the trust and enthusiasm of the audience. Good presenters put energy into their presentations and make their audience feel consulted, questioned, challenged and stimulated.

Customer Orientation : Ability to anticipate customer (Internal and External) needs, service them & constantly seek new ways to surpass customer expectations to enhance business value.

Functional Competencies : Client SLAs and internal metrics : Understanding of the client’s expectations in terms of the key client deliverables and internal metrics to measure the process performance.

Domain Knowledge : Clear understanding of the domain/ process to achieve the defined goals.

Understanding & Compliance to certified Quality Standards : Understanding the specified requirements as per the quality standards.

  • Graduate in any stream (BA / BCOM / BSC / BBA)
  • Post-Graduation / MBA would be an added advantage
  • 5-7 years of work experience in BPO / KPO
  • 2-3 years of experience as a team leader or as a supervisor in international (US / UK) voice-based projects

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