Q-28 Manager-Operations (BPO Voice Process)

Q-28 Manager-Operations (BPO Voice Process)

20 Mar
GJ Solutions India Private Limited

20 Mar

GJ Solutions India Private Limited


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:

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