BPO Senior Operations Manager - Pune

We are hiring BPO Senior Operations Manager to Manage US Telecom Voice Operations ( Inbound Process)

Title: BPO Senior Operations Manager

Location : Hinjewadi Phase 2 ,Pune

Job Responsibilities

• Prepares call center performance reports by collecting and analyzing call agents data.
• Evaluates individual performance reviews and overall team effectiveness with upper management.
• Monitors team performance and provide tools if necessary.
• Determines call center operational strategies by evaluating team results and objectives.
• Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
• Meets financial targets by estimating performance requirements and preparing annual budgets.
• Presents monthly and annual call center action plans and objectives.
• Recruits, selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints.

Required Qualification and Skills:

• Must have Managed International Technical/SemiTech/ Telecom inbound Voice Process Customer service Call Center
• Must have managed a span of 50+
• Must be fine working in Rotational Shifts and Week offs
• Excellent leadership and detail oriented
• Excellent Presentation and communication skills
• Advanced customer focus and customer service skills
• Exceptional training and coaching skills to motivate employees

Education and Experience Requirements

Must be a Graduate
Must Have 10+ years of overall International BPO experience and 4+ years relevant experience

Salary: Upto 15 LPA