Center Manager, BPO Operations

We are seeking a dedicated and dynamic Centre Manager to lead our BPO operations team with a focus on achieving operational excellence, driving sales targets, and ensuring the adoption of our tools and processes. As the Centre Manager, you will play a crucial role in managing the assigned partners and their teams, ensuring their success, and maintaining high-quality standards in service delivery. Your responsibilities will encompass various aspects of operational management, performance monitoring, training facilitation, and driving a positive work culture.

Key Responsibilities:

1. Operational Excellence:

• Operate the assigned partners' teams to achieve at least 20% NM (Net Margin)
• Monitor the number of seats and productivity percentage to optimize efficiency and resource allocation.
• Ensure the sales targets for all assigned businesses are met
• Drive conversion rates and strive for 100% adoption of our tools, processes, and products. Develop and maintain a dashboard to track adoption metrics.

1. Team Management and Training:

• Conduct 1:1 meetings with each caller for 5-10 minutes at least once a month to provide feedback, address concerns, and identify areas for improvement.
• Perform daily auditing of five callers on the floor, offering guidance and support to improve their performance.
• Document learnings and present them in weekly reviews, addressing urgent matters promptly.
• Implement and advocate an "Asyc" approach to quality refresher trainings for the team.

1. People Development and Performance Improvement:

• Meet with callers in P0/P1 bucket to provide coaching through 1:1 sessions and encourage participation in Monday actioning.
• Address P2 bucket callers, making them aware of penalty clauses and performance expectations.
• Work with BPO leadership to analyze business-wise data, identify areas for improvement, and suggest action plans for all red metrics.

1. Training and Skill Development:

• Collaborate with BPO leadership to identify training needs and facilitate training programs for individuals and groups.
• Work closely with PSMs and Trainers to ensure smooth TNI (Training Need Identification) and ACPT (Agent Certification Performance Test) processes.
• Handle ad-hoc requests from the central team or respective PSMs related to training and development initiatives.

1. Performance Monitoring and Reporting:

• Regularly audit the floor to ensure team members are engaged in missions or plan training sessions if needed.
• Coordinate with the hiring and training teams to maintain a skilled and capable workforce.
• Monitor and report hourly updates on key performance metrics through WhatsApp or other communication channels.

1. Building a Positive Work Culture:

• Foster a positive and encouraging work environment through recognition and rewards for milestone achievements and successes.
• Ensure TV monitors display relevant data and KPIs, keeping the team informed and motivated.
• Collaborate with BPOs to plan and organize monthly fun/reward and recognition sessions with different themes.

1. Assisting Supply Sourcing and Performance Improvement:

• Assist the supply sourcing team in sourcing potential candidates for hiring.
• Drive script/process changes and support product-related tasks for experiments and improvements.

Requirements:

• Bachelor's degree in Business Administration, Management, or a related field.
• Proven experience in BPO operations management with a track record of meeting sales targets and process improvement.
• Strong leadership and team management skills with the ability to motivate and inspire teams to achieve their goals.
• Excellent communication and interpersonal skills to facilitate training and communicate effectively with team members and stakeholders.
• Proficiency in data analysis and reporting using tools like Tableau, Metabase, or other relevant software.
• Understanding of BPO industry best practices and trends.
• Flexibility to adapt to changing business needs and work in a fast-paced environment.
• Prior experience in conducting training sessions and implementing performance improvement plans is a plus.

Compensation : Competetive!

Job Location: Noida, Bhopal, Indore