Senior Manager Operations
6 days ago
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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