BPO Senior Manager

2 weeks ago

Chennai, India NTT DATA Services Full time

Position's General Duties and Tasks

In this Role you will be Responsible For: 

  • Accomplishes department objectives by supervising staff and organizing and monitoring work processes.
  • Helping the team understand performance targets and goals. Making sure employees that report to you meet performance expectations.
  • Conducts training.
  • Implements and enforces systems, policies, and procedures.
  • Provides quality service by enforcing quality and customer service standards.
  • Contributes to team effort by accomplishing related results as needed.
  • Should have the capacity to take charge while still addressing the concerns and individuality of your team members.
  • Coordinating job rotation and cross-training
  • Sharing company updates and new objectives with team members.
  • Assisting in resolving emergencies, such as a quality or customer problem that might be escalated to the team supervisor for handling 
  • The ability to productively handle grievances can be a real asset in this occupation.
  • Providing reports and activity updates to management
  • You should have the ability to discern what's most important and to allot your own time and your team's time accordingly.
  • You should possess an ability to gauge different solutions to inevitable problems and select the one most likely to bring about the results you need.

In this Role you will be Responsible For: 

• Provides direction and guidance for administration and results for multiple departments within a function of work area.

• Translates business plans into objectives and exercises latitude in managing operations. Accomplishes results through the efforts of subordinate managers / professional team members.

• Assumes lead role responsible for decisions on operating procedure, workflow and the overall quality and success

of department(s) assigned.

• Participates in developing operational and strategic goals and objectives for the organization.

• Drives NTT DATA’s organizational capabilities by developing a highly effective and competent workforce.

• Viewed as expert or specialist in a specific industry or sector.

 

Typical Years of Experience

• Typically requires 8+ years relevant experience

 

Typical Years of Leadership Experience

• Includes 5-7 years managerial/ leadership experience.

 

Minimum Education and Certifications

• Undergraduate degree or equivalent combination of education and work experience.

• Graduate degree preferred.

 

Skills

• Models exceptional influencing and communication skills.

• Models exceptional client service skills and leadership capabilities.

• Expert knowledge, understanding and application of project management principles and methodologies. Models expert analytical / problem solving skills.

• Models exceptional organizational and time management skills.

• Advanced budgeting, business financial and P&L skills.

• Advanced ability to develop comprehensive and complex operational and strategic plans.

 

People Leadership - Yes

 

Physical Requirements/ Working Conditions

• Ability to physically perform general office requirements

• Must be able to perform essential responsibilities with or without reasonable accommodations.

 

Work Timings:

5:30 p.m. – 3:30 a.m. IST, Monday – Friday. The shift timings can be changed as per client requirements.

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