IGT Hiring II Sr Manager - OTA Operations II Pune

Position: Sr Manager OTA Operations

Location: Pune

Employment type: Permanent

Job type: Full time

Profile Summary:

IGT Solutions is looking for a Sr Manager business operations in a Contact Centre services environment. The position is responsible for the overall leadership of the BPO operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership

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Primary Job Responsibilities:

• Liaison between Client and the company to build and maintain smooth operations delivery and expanding relationship with the client
• Manage all resources and operations on daily basis to ensure timeliness adherence to SLAs to the mutual satisfaction of the client and the company
• Responsible for opportunity identification
• Devise solutions and strategies for improving performance & critical metrics like AHT/CSAT/Quality
• Manage attrition and facilitate a people friendly environment
• Setting Targets for Performance for all levels (Assistant Managers, Team Leaders, Quality & Agents level)
• Designing and presenting all Performance Reviews to the client and the company Leadership Team
• Responsible for profitability of the project
• Responsible for organizing various processes related site calibrations to ensure stability and clarity on product among all/other sites
• Performance management of team members
• Fostering a business-oriented relationship through regular interactions and ongoing communication
• Providing frequent status reports on team performance including plans for improvement
• Ensuring people development and profit enhancement
• Provide statistical performance trends and plans of execution to maintain strong areas and build on opportunities
• Track and evaluate performance to identify gaps and implement corrective action when required

Education and Essential Experience:

• Analytical aptitude, eye to detail and problem solving attitude
• Proven ability to build, manage and foster a team-oriented environment
• Have an ability to understand Staffing adherence and Schedule Adherence
• Proven ability to work creatively and analytically in a problem-solving environment
• Desire to work in service/Sales environment
• Excellent communication (written and verbal) and interpersonal skills
• Excellent leadership and management skills
• Client engagement and interface exposure a must
• Exposure to P&L management an added advantage
• Min. 2 Yrs. of experience in managerial role

Personal Style Enablers:

• Ability to motivate and inspire teams
• Innovative and able to foresee market conditions
• Excellent people manager, open to direction and a collaborative work style and commitment to get the job done
• Persuasive with details and facts
• Confident, flexible with the ability to work in a fast paced and changing environment
• Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise.
• Extrovert with a blend of sales mind set

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.