BPO Operations Manager

2 weeks ago

Gurgaon, Haryana, India NTT DATA Full time

Job Role Overview

This role is responsible for leading the Service Desk and Contact Center teams, overseeing account processes and operations to ensure productivity and quality.

Key Responsibilities

  • Manage Service Desk/Contact Center: Oversee account processes and operations to ensure productivity and quality.
  • Improve: Analyze and improve operational processes, identifying areas for enhancement, and implement strategies to increase productivity and efficiency.
  • Control: Manage activities that are part of the production of goods and services.
  • Ensure Compliance: Secure compliance and safety.
  • Responsible for recruiting, training, mentoring, communicating job expectations, assigning tasks, planning, monitoring, appraising, reviewing contributions of team members and administering scheduling systems.
  • Provide Management Information System (MIS) and operational statistics to the management, and share team members' performance reports with them regularly.
  • Prepare team members' performance reports by collecting, analyzing, summarizing data and trends.
  • Plan and implement strategies and operations, improving systems and processes.
  • Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis of the team.
  • Responsible for developing, analyzing, evaluating, delivering, and interpreting projects' key metrics. This includes presenting the metrics in an understandable and usable format for sharing with leadership.
  • Plan: Formulate strategies, plan, and strategize to achieve business objectives.
  • Manage Resources: Procure material and resources, manage quality standards, and manage funds.
  • Manage Staff: Oversee the recruiting and hiring process, training new and existing employees, and addressing employee performance and corrective action plans.
  • Reporting: Provide Management Information System (MIS) and operational statistics to the management and client. Responsible for developing, analyzing, evaluating, delivering, and interpreting projects' key metrics. This includes presenting the metrics in an understandable and usable format for sharing with leadership and client.
  • Client Management: Maintain a good client relationship, address grievances, and ensure a personalized customer experience. Build trust and implement a customer feedback loop. Maintain a customer communication calendar.

Required Skills

  • Overall 8-10 years of experience with customer focus and customer service skills.
  • Over 8 years of experience in managing delivery for service desk (including voice/chat/email), including 3-4 years of leading a team for SAP support (handling one or multiple modules/processes in SAP S4HANA and should have knowledge of FICO, SD, MM, PP, QM, PM).
  • Strong communication and presentation skills.
  • Ability to multi-task and work in a heterogeneous environment.
  • Expertise on Microsoft applications like MS Visio, Excel, PowerPoint, etc.
  • Understand L1/L1.5 Support issues and resolutions based on SOPs/End User documents available or based on the problem reported via Phone/email/ticket.
  • Excellent communication (written, verbal), listening, problem-solving, and people management skills.
  • Good understanding of Microsoft Office tools.
  • Analytical skills with experience in creating reports using data extracted from systems and tools.
  • Ability to analyze and understand data related to project performance, SLAs, productivity, rostering, quality, etc., and prioritize and repivot as necessary.
  • Ability to manage key metrics for driving productivity and quality.
  • Experience in handling a team as a subject matter expert (SME) or process expert will be an added advantage.
  • Flexible to work in a 24 x 7 environment.

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