Operations Manager/ Senior Manager(Voice)

Gratitude Inc

1523 Views

20 hours ago

10-20 Year(s)

₹ 15 - ₹ 20 Thousand p.a

Mumbai, Bangalore

Job Description

Key Skills

BPO Voice Process Senior Manager Operations Manager bpo

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Role - Senior Manager - International BPO ( Voice)

Role - Operation Manager - International BPO (Voice)

10 -20 years of experience

Maximum salary package up to 20 LPA

On papers, Operation Manager/Senior operations Manger experience is mandatory

Responsibilities:

Manage about 100 to 400+ people, will have extensive interaction with clients from US / other client facing teams.

Responsible for building the credibility of the team and self.

Responsible for the end-to-end operations delivery for the verification and Crim team

Be part of SLA discussion and ensure adherence to SLAs and improve operational performance

Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc

Provide coaching and feedback to team members to enable them to improve their performance

Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements

Drive reward and recognition activity on the floor

Client management

Ensure compliance with internal policies and procedures, external regulations and information security standards

Liaise with sales and solution design team to grow the account in similar lines of business

Hold appraisal for the Process leaders and Team leaders in the Hierarchy.

Education Qualifications & Work Experience:

MBA / Graduate with min 10 Years of experience

Prior Experience of Managing International Background Operations

Client Interaction Experience

Must have experience in working with a background screening company handling US geography

Knowledge of basic State and FCRA (Fair Credit Reporting Act) rules and its application to Criminal background check process will be an added advantage

Excellent organizational skills, attention to detail and flexibility as well as the ability to work effectively with global cross-functional teams in a fast-paced environment.

Must possess excellent written and verbal English communication skills.

Must be a team player and also should be target oriented & Leadership Skills & Team Management

Willing to Work in US Shifts

Location - Vikhroli ( Mumbai) for Senior Manager

Location - Bangalore for Operation Manager

Role

Assistant Manager/Manager -(NonTechnical)

Timings

US-Type Shift ()

Industry

BPO

Work Mode

Process

Voice

Functional Area

ITES / BPO / Operations / Customer Service / Telecalling

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