Technotask Business Solutions

4 weeks ago

Bhopal, India TECHNOTASK BUSINESS SOLUTIONS PRIVATE LIMITED Full time

Supervise day-to-day operations and ensure adherence to process workflows, SLAs, and quality standards.- Monitor team performance through KPIs such as AHT, CSAT, TAT, and Accuracy.- Allocate resources effectively to meet client and business requirements.- Ensure consistent delivery of service excellence through continuous monitoring and feedback.- Handle escalations efficiently and provide prompt resolutions to client and customer issues.Team Leadership & Conduct regular team huddles, performance reviews, and one-on-one discussions to drive engagement.- Identify skill gaps and coordinate with training teams for upskilling and process enhancement.- Foster a culture of accountability, collaboration, and continuous learning.Process Improvement & Quality- Analyze process bottlenecks and identify opportunities for automation or efficiency improvement.- Collaborate with the Quality and Training teams to ensure compliance with process standards.- Implement Lean, Six Sigma, or Kaizen initiatives to optimize workflows and reduce errors.- Track, review, and report performance metrics, highlighting insights and improvement areas.Client & Stakeholder Act as a liaison between clients and internal teams to maintain seamless communication and service delivery.- Attend client meetings, present operational performance reports, and discuss improvement plans.- Ensure alignment between client expectations and operational execution.- Support business transitions, migrations, and new process rollouts.Reporting & Prepare and maintain daily, weekly, and monthly operational dashboards.- Ensure all compliance and audit requirements are met per organizational and client guidelines.- Monitor adherence to company policies, information security standards, and data confidentiality norms.- Escalate risks proactively and support mitigation planning.Required Skills & 2-4 years of experience in BPO Operations, preferably in customer service, back-office, or voice/non-voice processes.- Strong people management and team handling experience.- Good understanding of operations metrics such as SLAs, KPIs, and performance dashboards.- Proficient in MS Excel, reporting tools, and workflow management systems.- Excellent communication, interpersonal, and analytical skills.- Ability to work under pressure, manage multiple priorities, and meet tight deadlines.- Exposure to quality frameworks like Lean Six Sigma is an advantage (ref:iimjobs.com)

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