Manager - BPO Operations Telecom Hyderabad10 years

AboutClient

OurClient provides innovative and transformative customer care andcustomer experience solutions to the world s leading brands. Thereare more than 35000 people who are part of the client family in 42locations in North America Asia Europe and theCaribbean.

Foundedin 1998 in Los Angeles client expanded operations into global areaToday client plays a key role partnering with multinationalcompanies as they expand their reach into one of the world slargest globaleconomies

JobResponsibilities

Theposition is responsible for managing day to day operations andexecution of programs. Supervises multiple Sr. / Team Leads (4 8direct reports). Responsible for operations performance clientsatisfaction and program metrics. Based on program size may overseea single LOB or multipleprograms.

AnalysisManages call center operations by means of reviewing and analyzingreports records and data to ensure that all quality efficiency andproductivity standards/targets are met. Description of the metricsmay change as per client directives and are available on OperationsPerformanceExpectations.

ReportingAnalysis of reports rooting from several sources (whetherclientbased or internally generated reports) is essential in thedaytoday functions of a CRM. A CRM is expected to be highly keen onthe details provided & hold Operations and/or otherdepartments accountable to take actions on areas needingimprovement. A CRM is expected to deliver such reports to externalclients and/or internal businessleaders.

GoalSettingSets operational goals and business objectives. When neededtranslates these goals into actionable items from Group/ShiftManagers down to Team Manager (line supervisor) level. Thisincludes setting or recommending topics for pre and/or postshiftmeetings / huddles with respective groups discussing goals trendsaction plans among other announcements; including checks &balances (i.e. check forunderstanding).

StrategiesAssists the Operations Director in developing long term sales andquality strategies including ongoing needs assessment and feedbackfrom Operations and Quality Monitoringprocesses.

ProcessesMonitors calls and provides feedback to OperationsManager/Director; Group Managers and Team Managers using program sapproved processes (i.e. TriLevel Coaching process etc.) and forms(i.e. Call Observation / LoopingForm)

DisciplineMaintains a strict form of discipline at all times in terms ofprocesses and policies. At times may implement corrective actionsto address performance gaps and analyze trend data to coach groupManagers and Team Managers to attain goals and objectives throughthe Operations Manager. Specific followthrough activities are alsorequired. This includes ABay Programs Performance Improvement Plansetc.

CommunicationCommunicate program activities and plans to the Operations Managerand/or the entire operations team. Plans include: LeadershipSpecific Changes (i.e. partner changes Sales Briefs or LeadershipNews Briefs etc..); Business Strategy Changes (i.e. Closing TacticsGift Cards provided to customers etc.); Internal Development (i.e.HR Policies / Memos) etc. The CRM must also have a clearunderstanding of the business as well and the events related to thecompany.

ClientDealing Conducts interactions and regular communication with theclient; in partnership with the Client Services and OperationsDirector. Interactions include (not limited to): client callcalibration performance rankings and reviews daily summaries amongothers. Meeting deadlines for client requirements is amust.

PerformanceManagement Helps the Operations Director/Manager inconducting performance reviews as well finds root cause andrecommends action plans to solve performance gaps at any level.Performance Items include key metrics: Close Rate Advance ProductTake Rate Package Penetration AHT Quality among others. Performancereviews can take place in the form of formal scorecard reviews oroneonone sessions asneeded.

WorkforceManagement Keeps a close watch on WFM in terms of linerequirements schedule adherence meeting staffing lines recruitingovertime as the business requires; etc. and executes necessarydecisions.

ExpectationsEnsures that all parties/departments are executing the expectationsset by the Business Leader / Director in terms of other OperationalPerformance Management functions specific to DTV. This includes:Outlier Management i.e. Daily / Weekly / Monthly outliers whichagents / TMs are at the bottom tier How many What % Delivery ofsuch results / items / reports to the Business Leader isnecessary.

MotivationFormulate and propose strategies and taps the necessary teams tomotivate teams and agents alike. This can include incentiveprograms hours of operations changesetc.

TimeManagement Creates or recommends schedules to the SMEand BUSA Team for better operations coverage at all sites. This mayalso include operations teams change of schedules to maximizebusiness opportunities; in partnership with the WorkforceManagement Team adhering to client line requirements; and includesdevelopment activities like Coaching/Monitoring Performance Trendreviewsetc.

QualityWorks with the Quality Manager and/or team internally and with theclient side to make sure internal Operations conform to allguidelines and quality standardsset.

InterDepartmentRelations Manages internaltointernal Support Departmentfunctions as well who work in partnership with the Ops Team. Thesegroups include: Quality Workforce Recruitment Human Resources AuditCompliance Process Improvement Accounting among others. The OM alsotakes ownership of action items from these Support Departments thatrequire OperationsParticipation.

TrendingForecasts and evaluates sales trends to identify and addressproject needs. The CRM maintains a site workbook that gives himreports/data to base his sales counts and projections that willmake the site achieve other goals and objectives. These reportsinclude (not limited to): SQL Intraday Reports Funnel Report MediaArrival Pattern Report Road to 30% Workbook Outlier Workbooketc.

OwnershipCRMs take ownership on final hiring decisions for consultant teammanager group/shift manager and other Operational Support functionswhen necessary. This includes conducting Final OperationsValidation interviews to Client Interview phase and managing hisdirect reports to conduct InDepth interviews aswell.

AccountabilityHelps create and implement Coaching and/or Sales Workbooks amongother templates to help the Operations Manager Group/Shift Managersand Team Managers to perform their duties as needed. The ultimategoal is to have their sales consultants perform better and beaccountable for his respective group s performance / siteresults.

HeadcountThe CRM helps provide relevant data and/or reminders to theOperations Manager by keeping a close watch of staffing headcountand attrition numbers overall meeting the requirements set forth bythe client. This includes performance management activitiesrecommendations done on midbottom tiered employees; outliermanagement as stated above; andattrition.

Outof the Box Reviews and analyzes performance functions ofeach Operational unit in the group including Support functions andsynergizes work efforts towards full operations optimization. TheCRM is expected to know what is going on in his business scopeincluding tasks related to each jobpost.

SuccessionManagement Initiates Uptraining and Development Time withhis direct reports for Skills Enhancement and/or Behaviour Change /Corrective Actions. This is part of the CRM s Succession Planningin order to identify new leaders and/or candidates for potentialroles for other Internal resources such as the Talent DevelopmentTeam forcareerpathing.

DevelopmentThe CRM works closely with the Director for Operations and higherInternal officials; work together with the Client Services Directorand clients to improve performance and grow thebusiness.

AdministrativePerform other duties that may be assigned by the Business Leader /Management team and/or Internal Executive Team from time totime

RequirementsMustbe a localite ofHyderabad

Musthave exposure to Telecom domain process (Voice / Email / Chat)process

Mustbe currently managing Team Leads / Senior TeamLeads
Experienceas a Manager in Telecom Inbound International Voice Process for 2+years

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