Q-28 Manager-Operations (BPO Voice Process)

Q-28 Manager-Operations (BPO Voice Process)

20 Mar
|
GJ Solutions India Private Limited
|
Hyderābād

20 Mar

GJ Solutions India Private Limited

Hyderābād

Dear Candidate,





We have opening for Manager - BPO Voice Process.





Manage a team of TL's, BTL's and support staff to drive and achieve targets as set by the business or clients.

Establish & manage relationships / engagement with the clients and deliver on key metrics.



- To manage the day-to-day operations and meet the required service levels, quality, and productivity



- Maintaining SLA target on a monthly basis to achieve desired KPI s including absenteeism and attrition within the team.



- Acts as a point of contact for the resolution of customer escalations, inquiries, and complaints from external and internal customers.



- Suggest process improvements, Value Adds,

and Improvement plans as required.



- Attend Weekly Review with Client.



- Ensure all Company policies and procedures are implemented consistently and fairly.



- Implement best practices on the floor.



- Monitoring, coaching, and feedback, the responsibility to ensure Top-notch customer experience in every call.



- Act as an interface between the team and the management and all Support functions so that the team operates smoothly at the highest efficiency and within the prescribed norms.



- Compliance to log-in, log out & scheduled breaks of agents.



- Conducting performance appraisal for the team.



- Mentor team members to bring out the best among them.



- Conduct periodic appraisals and publish reports/dashboards to management.



- Should undertake overall people management for the team.





Required Candidate profile



Minimum experience of 10 years out of that 2 years of experience in Inbound/Outbound process on managerial role in BPO Industry.



Understanding of BPO Process and ability to work on process improvement.





Interested candidates can share their updated profiles to [email protected] or reach us at below mentioned number.



Please refer your friends, references are always appreciated.





Thanks & Regards,



GJ Solutions India Pvt.Ltd



HR TAG Department



Wing-503&504,B- block, 4 th & 5 th Floor,



RS Brothers Building, Pavani Prestige Complex, Ameerpet,Hyderabad.



Board Number 040-40124040, (phone hidden), (phone hidden).

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/21698747/q-28-manager-operations-bpo-voice-process-hyderabad/?utm_source=html

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