Operations Manager( Domestic )
- Teleperformance
- 10 - 14 years
- Chennai
- 1 month ago
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Job Description
Role & responsibilities
Looking for Immediate Joiners
- Takes complete ownership of the aligned teams performance
- Develops strategic & tactical plans to identify, analyse and effectively respond to clients needs emerging trends and best practices
- Understands clients processes and suggest modes of value addition
- Monitor adherence of Service Level Agreement (SLAs) for the designated team
- Tracks attrition, maintains the EWS tracker and conducts quarterly audits within the team
- Works with WFM/Recruitment/Clients to agree on Manpower planning
- Analyses Performance Metrics and Identifies process gaps and collaborates with the Client /Quality / training team to formulate solutions
- To be knowledgeable with the process and resourceful when faced with matters of internal/external escalations
- Works with Directors /Senior Leadership to create a sound incentive structure to motivate and drive performance of the team Expected to represent WBR/MBR with clients/operations
- Keeps Operational costs to a minimum and ensures revenue targets are met
- Responsible for ensuring occupancy & utilization is at optimum level
- Ensure team funds are utilized to drive engagement & performance and billing information is submitted in a timely manner
- Ensuring Headcount and the buffer% is maintained for the process Coaches and counsels Team Managers, Team Leader, Team Coaches, agents as necessary to ensure their success
- Administers separation cases to HR in case advisors are not meeting performance metric
- consistently and arranging backfills on a timely basis Handle any kind of escalations pertaining to Team management, Training guidelines, Compliance adherence & Complaints
- Takes responsibility of implementing feedback and cascading relevant areas of opportunity to respective departments arising from the skip levels conducted
Key Skills :
- Email queue Knowledge
- Good analytical skills
- Time Management
- Ability to multitask
- Ability to work well in and promote a team environment
- Knowledge of NPS
- People management skills
- Flexible to adapt new workflows
- Excellent communication and comprehension skills are required
Preferred Skills:
- Strong communication skills in English
Critical Competencies:
- Customer Service
- Good analytical skills
- Must be very good with data representation
- Must be very good with MS Excel
- Time Management
- Ability to multi-task
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: Teleperformance (TP)Location(s): Chennai
Keyskills: domestic banking BPO Inbound Process Banking Process Bpo Operations KPI Voice Process Shrinkage Aht Attrition Inbound Voice Process Domestic Voice Process Domestic BPO Assistant manager Collections Process KRA CSAT SLA Management Collections
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