(YPR172) - Manager Operations | Cyfuture India Pvt Ltd | Noida

(YPR172) - Manager Operations | Cyfuture India Pvt Ltd | Noida

13 Nov

13 Nov



Hiring for Operations Manager (Inbound Process/Outbound)

- Excellent Communication

- Knowledge of MS -Office

- Should know throughput calculation like attrition, shrinkage, SLA's, (Service level adherence).

- Driving the team of 100 Tele callers and 5 Team leaders.  

- Ownership of achieving the collection targets of portfolio.  

- Accountable of meeting attrition and shrinkage targets.  

- Ownership of process billing target and manpower planning  

- Responsible for Revenue target  

- Provide portfolio target and road-map to the team leaders  

- Formulating strategies for Insurance Renewal  

- Accountable for driving SLA's & KPI for all process.  

- Prepare and share process monthly dashboard (All Segments) with the clients.  

- Responsible for client management  

- Provide monthly drill down on performance to identify the current position of process.  

- Reviewing and analyzing the performance report on daily, weekly and monthly basis  

- Showcasing performance route cause analysis and action plan  

- FTE sizing and recruitment  

- Participate in internal client review to discuss the performance and area of concern  

- Attend team huddles being taken by the team leaders to be updated on floor issues  

- Arrange monthly Reward and Recognition for the process.

- Should handle the team weekly reviews and encourage team to meet organizational goals

- Responsible for staff retention within the team.

- Should be aware of KRAS, KPIS.

Should be only from a BPO voice process

Should be ready to work for 6 days as it is a domestic process

Job Description :

- Complete monitoring of the team and team performance.

- Managing day to day planning, operational challenges and solving problems of a team of agents.

- Maintenance of the data records, meeting revenues & targets.

- Maintaining daily MIS report.

- Operational management. Managing the floor, adherence to schedule.

- Ownership and problem resolution.

- Training and development of staff.

- Motivation, leadership for a team leaders agents and developing future leaders.

- Conducting performance appraisal for the team.

- Work very closely with the team members, understand the agents problems and weaknesses and address these.

Vacancies : 01

Job location : Noida Sec 82

Immediate Joiners required

Address: Plot No. 197-198, Sec -82,Noida Special Economic Zone (NSEZ) Noida Phase II, Noida Dadri Road, Noida -201 305

for any query call : Shivangi or share resume at [email protected]



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