Job Description

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Role: Customer Support & Backoffice Operations

Designation: Sr Operations Manager - Customer Support & Back Office Operations

Level 8

Department: Operations

Reports to: Delivery Head

Summary:

The Sr Operations Manager will lead a team of 200 \xe2\x80\x93 250 reps with team leads and operations manager. Primary responsibility will be motivating, training and driving performance of the outbound and inbound customer service and back-office team to meet and exceed goals on a consistent basis. We are looking for a HIGH ENERGY, sharp individual who has experience overseeing an inbound/outbound and back-office team with proven results.

Role & Responsibilities:

Manage the P & L of the Account to ensure efficient and effective delivery, drive process improvements & profit maximization.

Review operational metrics and processes making recommendations and changes to improve efficiency within the organization

Is responsible for Key client deliverables and contractual SLA\xe2\x80\x99s are met.

Interview candidates for key Operational positions and make hiring decisions

Ensure customer requests are responded to in a timely manner

Lead and govern the staffing and schedule requirements

Accomplish call center and human resource objectives by recruiting, selecting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Assess the call-center performance by analysing reports and summarizing data and trends.

Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Plans and monitors the resource deployment (team size, span, shift utilization, skill sets, technology rollout) and ongoing monitoring for specific processes to ensure operational compliance.

Overlook and govern operational Reviews, training, staffing plans and work allocation to achieve production targets.

Identifies training needs for TLs, reviews training plans created by the TLs for their teams and monitors training implementations to improve competency development across domain.

Reviews process specific quality plan including quality control, assurance, and improvement to create a comprehensive quality program.

Sign off scorecards for direct reportees, create KRA / KPI\xe2\x80\x99s for the team to align with business objectives.

Performance oriented - Ability to drive performance to stretch targets

Excellent stakeholder relationship management skills \xe2\x80\x93 coordinating with different functions and client contacts to provide customer delight

Conducts periodic reviews with his teams, monitors daily performance and creates action plan to improve service delivery.

Create business models for Incident management and Problem management to achieve minimal disruption to IT service.

Skills required:

Minimum 7 years of previous Inbound Call Center and Customer Service / Call Center Management and /or Back Office operations experience

Strong team management skill - Should have managed a minimum team size of 100 - 200 agents / Team leaders for 4 years (Should not be an individual contributor)

Customer support domain experience is required. Helpdesk/mobile service desk/ fulfillment / procurement experience preferred

Good understanding of key Voice \xe2\x80\x93 Inbound (customer service) and Back-office operations metrics

Good interpersonal, analytical, and planning skills with an ability to drive positive changes for effective and efficient delivery

Good knowledge of Excel (Core Statistics, Trend Analysis, Trending, Ratio Analysis, Formulas etc.)

Knowledge of Six Sigma, LEAN, T&M preferred

Good balance between people, process & clients

Excellent communication skills, both verbal and written

Strong Client Focus

Strong Performance Management

Excellent organization and project management skills with quick problem resolution and customer services skills

Education: Graduate any discipline. Any technical degree/ diploma preferred.

Working conditions and requirements:

Training and work location from office.

Should be ready to work in a 24x7 environment with rotational shift

Skills:

PRIMARY COMPETENCY : Customer Service PRIMARY SKILL : Manager-Voice PRIMARY SKILL PERCENTAGE : 100

About Company:

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. We have been recently felicitated by the economic times as the most distinguished digital company 2015. We have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.

Mphasis