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In this role, you will be responsible for demonstrating innovation and intuition in identifying areas requiring operational adaptation and/or improvement Active user of Internet and online applications.

Responsibilities

• Respond to customer inquiries and problem escalations.
  • Proactively resolve people issues and ensure that attrition is well below the defined target.
  • Leading operations and spearheading processes for excelling business targets for the Business Unit.
  • Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required
  • Driving Continuous Improvement Initiatives
  • Develop and implement measurement systems and provide insightful analytics around the metrics.
  • Deep technical expertise and data orientation in controllership, Management Information System and Service delivery
  • Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, raise issues & build relationship, understand customer issues proactively, fix to get the delight factor.
  • Set goals for the team and communicate goals on a regular basis.
  • Coach & mentor people Motivating team with excellent people touch.
  • Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma
  • Reconciliations of client reports
  • Leading calls with clients and other business functions
  • Running of projects independently
  • Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details.

Qualifications we seek in you.

• Any graduate
  • Post Graduate degree or equivalent with an excellent academic record
  • Relevant experience in a BPO/KPO.
  • Should have handled a team of 80 to 100 people.
  • Customer Management exposure and good presentation skills is a must.
  • Fluent in English Language
  • Should be flexible to work in 24*7 environment and rotational shift and week off.

Preferred candidate profile

Perks and benefits