Senior Role for Telecom - BPO / Customer Operations

Senior Manager Role for Telecom - BPO / Customer Operations

Location: Pune (Work from Office )

Specialisation International BPO, Chat/Inbound voice, Telecom, Retention sales.

Experience: 9 - 15 years of experience into International BPO with Voice and Chat process

Role & Responsibilities:

• Prepares performance reports by collecting, analysing, and summarizing data and trends
• Ensure Critical Performance Metrics are met consistently
• Lead client/vendor reviews/calibrations
• Revert to client/vendor queries on routine issues
• Provide innovative ideas to optimize internal metrics & ensure critical matrices are met timely
• Manage multiple teams
• Perform audits and quality checks on Team Leads & Floor Supports
• Provide feedback to the Team Leads & Floor Supports periodically on their performance
• Ensure cross skilling and periodic process re-verification to ensure resource pool
• Perform Training Need Identification for teams
• Perform Bottom Quartile Management
• Ensure directives from senior leadership are percolated and acted upon
• Hold periodic meetings, discuss task delegation and review issues
• Conduct team huddles and meetings to discuss operational updates
• Build team spirit through group sessions, activities, and projects
• Focus on retention of staff through career mapping & guiding team members
• Manage client MBR/QBR deck, client calls and reviews

**Please share your updated resume on Yogita.Mondhwani@eclerx.com**