Job Description

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Role/Responsibility

• Capacity planning and staffing plans for the process based on medium term business forecast.
• Negotiating and finalizing SLAs with the Client.
• Establishing a review/ reporting mechanism with the Client.
• Developing and approving incentive plans.
• Be a Champion for process & performance improvement projects.
• Develop case studies, show case the business and participate in business acquisition.
• Review progress of attrition action plans and check effectiveness.
• Provide leadership to team of lead assistant managers, team leaders and agents
• Setting goals that align with organizational objectives. Develop and implement actionable strategies to help team meet targets and client expectations
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Competencies & Skills

• Outstanding Client facing skills.
• Capability to prepare and conduct business reviews.
• Outstanding leadership, people management and communication skills.
• Outstanding conflict resolution skills
• Displays integrity
• Business perspective and a capability to drive improvement based on benchmarks.
• Good cross-functional appreciation and capability to team with relevant others to drive business objectives.

Values & Behavior

• Customer Service orientation.
• Quality Orientation.
• People oriented.

Work Experience Requirements
Minimum 10 years of work experience in Business Process Off-shoring.
Candidates should have at least six year of supervisory experience in international Voice and/or back office business.
At least 3-5 years BPO Operations Management experience in a BFSI Customer Service Voice and/or Back office Operations