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operation Manager/Senior operations Manger ( Voice)

10.00 to 20.00 Years   Mumbai City   01 Nov, 2022
Gratitude India Manpower Consultants Private Limited
Job LocationMumbai City
EducationNot Mentioned
SalaryRs 10 - 20 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (International)Operations Management / Process Analysis
EmploymentTypeFull-time

Job Description

    To Apply for this position click on the link and directly shortlists for the interviewhttps://www.myglit.com/lateral/cref/c94a388dc5Apply for TCS a top company and a brand.Role - Senior Manager - International BPO ( Voice)Role - Operation Manager - International BPO (Voice)10 -20 years of experienceMaximum salary package up to 20 LPALocation - Vikhroli ( Mumbai) for Senior ManagerLocation - Bangalore for Operation ManagerOn papers, Operation Manager/Senior operations Manger experience is mandatoryThe primary responsibility for the position is to manage about 100 to 400+ people, will have extensive interaction with clients from US / other client facing teams and will be responsible for building the credibility of the team and self. Candidate must work on building and maintaining a high performance team maintains very high aspirations in terms of quality, productivity and accuracy.Roles and Responsibility:
    • Responsible for the end-to-end operations delivery for the verification and Crim team
    • Acts as an interface between the client team and operations delivery team for any day-to-day issues in operations
    • Be part of SLA discussion and ensure adherence to SLAs and improve operational performance
    • Identify process improvement areas and take initiatives to improve operational metrics like productivity, quality, TAT, etc
    • Provide coaching and feedback to team members to enable them to improve their performance
    • Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
    • Drive reward and recognition activity on the floor
    • Client management
    • Ensure compliance with internal policies and procedures, external regulations and information security standards
    • Liaise with sales and solution design team to grow the account in similar lines of business
    • Create a workforce requirement plan for the engagement when the team is growing and future business is expected
    • Hold appraisal for the Process leaders and Team leaders in the Hierarchy.
    Education Qualifications & Work Experience:
    • MBA / Graduate with min 10 Years of experience
    • Prior Experience of Managing International Background Operations
    • Client Interaction Experience
    • Must have experience in working with a background screening company handling US geography
    • Knowledge of basic State and FCRA (Fair Credit Reporting Act) rules and its application to Criminal background check process will be an added advantage
    • Must have acute problem solving skills, consensus building and influencing skills and a strong analytical capability.
    • Excellent organizational skills, attention to detail and flexibility as well as the ability to work effectively with global cross-functional teams in a fast-paced environment.
    • Excellent process management skills including process design and improvement (basic awareness of lean, continuous improvement concepts)
    • Must possess excellent written and verbal English communication skills.
    • Must be a team player and also should be target oriented & Leadership Skills & Team Management
    • Willing to Work in US Shifts

Keyskills :
international bpooperations managementvoice processbpointernational call center

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