Senior Manager - Customer Operations - Voice Process - International BPO (10-12 yrs)

Customer Operations - VOICE- Associate Program Manager

India- Pune | Full-time (FT) | Customer Operations | Job ID_

Shift Timings - NIGHT SHIFT |Management Level - Leadership

Specialisation - International BPO, Voice

- The leader must demonstrate an ability to anticipate, understand, and act on evolving customer needs, both stated and unstated.

- Through this, he/she must create a customer-centric organization and use innovative thinking frameworks to foster value-added relations.

- With the right balance of bold initiatives, continuous improvement and governance, the leader must adhere to the delivery standards set by the client and the company by leveraging the knowledge of market drivers and competition to effectively anticipate trends and opportunities.

- In addition, the leader must demonstrate a capacity to transform, align, and energize organization resources, and take appropriate risks to lead the organization in a new direction.

- As a leader, the candidate must build engaged and high-impact direct, virtual and cross-functional teams, and take the lead towards raising the performance bar, build capability and bring out the best in their teams.

- By collaborating and forging partnerships both within and outside the functional area, the leader must work towards a shared vision and achieve positive business outcomes.

He/she must also possess an understanding of the repair process in Telecom and Cable industry, with an ability to analyze information and evaluate results to choose best solutions and solve problems.

Customer Operations Associate Program Manager Responsibilities

- Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

- Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

- Prepares performance reports by collecting, analyzing, and summarizing data and trends.

- Meets financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

- Maintains professional and technical knowledge by tracking emerging trends in BPO operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Minimum Qualifications

Overall experience of 10+ years and should be a graduate or post graduate in any specialization

Preferred Qualifications

- Graduation in Computer Science, Computer Applications or related subjects