Customer Service Domestic Voice Manager-BPS
2 days ago
• Provide strategic leadership and oversight for the e-commerce BPO operations, ensuring efficient and effective delivery of voice and non-voice processes.
• Drive operational excellence by continuously improving processes, implementing best practices, and fostering a culture of continuous improvement.
• Manage client relationships and stakeholder expectations, ensuring high levels of customer satisfaction and proactive communication.
• Develop and execute strategic plans to achieve operational objectives, optimize resource utilization, and drive business growth.
• Lead and mentor a large team of operations professionals, fostering a collaborative and high-performing work environment.
• Analyze operational data and metrics to identify areas for improvement and make data-driven decisions.
• Manage resource allocation, workforce planning, and capacity management to ensure optimal staffing levels and operational efficiency.
• Collaborate with cross-functional teams, such as IT, HR, and Finance, to align operations with organizational goals and strategies.
• Identify and implement process automation and digitization initiatives to enhance operational efficiency and productivity.
• Contribute to the development and implementation of training programs to upskill and develop the operations team.
Qualification:
• Bachelor's degree or equivalent in a relevant field
• Minimum of 12-15 years of experience in operations management, with at least one year in a Senior Manager role managing BPO operations
• Proven track record of leading and managing large-scale operations teams
• Excellent communication, leadership, and problem-solving skills
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