Senior Manager Operations

1 week ago

Kolkata, West Bengal, India Cogenthub Full time

Senior Manager Operations - ITes & BPO

Job Description

CogentHubCx.AI is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and key responsibilities:

Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

  • Operations & Sales Management -Oversee and manage B2C Tele-Sales operations to ensure seamless execution and achievement of targets.
  • Keeps Operational costs to a minimum and ensures revenue targets are met
  • Responsible for ensuring occupancy & utilization is at optimum level
  • Selecting, training, developing, and managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organizations policies and applicable legal requirements
  • Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  • Create and maximize relationships with client partners
  • Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets
  • Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  • Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  • Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
  • Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
  • Attend business reviews with the client
  • Handle a team of team leaders

Key Skills and knowledge:

  • Must be a graduate
  • Strong verbal and written communication skills
  • Experience of working with Voice or chat or both
  • Good Presentation skills
  • Thorough knowledge of MS office/ back office
  • Excellent facilitation and people management skills.
  • Experience in direct Client interaction will be an additional advantage.
  • Should have handled bigger spans of agents ,TLs, AMs etc.

Education:-

  • Graduate in any discipline is essential

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