Asst Manager Operations: Night shift(Uppal)

Summary of essential job functions

• Need to meet and exceed business objectives ensuring consistent achievement of all financial and operational KPIs.
• Required to manage (in partnership with the wider account team) multiple LoBs to deliver an outstanding Customer Experience’.
• Manage, inspire and motivate a number of Operation Managers to ensure operational excellence, high employee engagement and service improvement is achieved.
• Main point of contact with the clients- Apart from meeting the client KPIs, SOM should be able to understand their key requirements and deliver it on time , should be able to foresee the opportunities and present solutions and also identify new sales opportunities

Minimum requirements (Education Qualification & Work Experience)

• Graduate
• Overall 5-7 years Exp in an International BPO/Call Center with a minimum of 3 years as an Ops Manager
• Previous experience in managing Telecom operations would be an advantage

Competency Requirements: [Technical & Behavioral]

• Demonstrates ability to influence, lead and present ideas via clear written and oral communication.
• Should be able to seamlessly communicate with senior leadership and clients.
• MS Office skills (preferably Excel and power point) and should be able to perform data analysis.
• Ability to multi task and prioritize tasks in a fast paced environment and understand team dynamics and communicate effectively.
• Builds positive productive relationships with internal customers and partners across Organization.
• Deals with the complexity of multiple lines of business and regions. Acts as the thought leader and strategist for Customer Services email and chat capabilities.
• Develops and drives strategies and programs which improve the market position of the Company.
• Demonstrated familiarity with general principles of workflow in an inbound call/email center, and current technologies to help handle that workflow. Possess analytical capabilities.
  Possess specialized skill set in running large scale production operations, preferably in a contact center environment.

Job Responsibilities

• Responsible for the Operations to lead and for the delivery of the overall operational metrics & sales targets.
• To proactively maintain regular engagement with key client contacts in line with client expectations.
• Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures
• Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognised
• To have a well-defined Communication and Engagement model in place to ensure all teams understand the performance of the business and also that they understand the needs of their teams
• Successfully delivering and managing peak trading period in the retail industry
• Responsibility and accountability for the operational performance of the client areas and for exceeding targets of all required metrics
• The continuous identification implementation of operational best practice through interaction with the wider team
• Selecting, effectively managing and coaching Operations Managers
• Execute a well-defined Communication and Engagement model in place to ensure all of their teams understand the performance of our business and also that they understand the needs of their teams
• Manage and develop the operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison within key workstream
• Identifying and highlighting further opportunities for services and process improvements Essential Experience/Skills Extremely strong call centre management experience is essential to be a success in this role
• Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
• Ability to build and maintain strong client relationships
• Setting and reviewing of organisational / productivity objectives in line with the commercial contract
• Managing Client Engagement
• Responsible for Business Continuity
• Ability to manage and influence key stakeholders
• Should be flexible for Night Shift

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.