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Job Location | Pune |
Education | Not Mentioned |
Salary | Rs 8 - 10 Lakh/Yr |
Industry | BPO / Call Center |
Functional Area | Operations Management / Process Analysis |
EmploymentType | Full-time |
Roles and ResponsibilitiesManaging an average span of 150 plus FTEs.Client, Customer & People Management. Drive Performance in the team to achieve KPIs. Manage the daily team activities andoperations.Drive Team adherence and manage scheduling. Managing Escalations (Internal & External) Run reports & conduct a thorough analysis of the missed KPIs & draw an effective action plan.Drive Continuous Improvement projects by use of kaizen & Lean practices. Performance management and appraisals of the team. Conduct weekly reviews & present an action plan to the Management. Conduct one on one, skips with the team.Feedback and Coaching. Knowledge management for the team and quality control. Apply performance management strategies - action plans, BQ planning. Responsible for people/ employee career development.Manage Data Analytics and Data ChurnManage Dialing Strategies and manage resource utilizationInitiate improvement projects and drive efficacyEducation & Experience
Keyskills :
banking it tat sales mis demand self-confidence accounts numeracy communication independence rganizationskills highdegreeofinitiative effectivecommunication businessalignment easilyadaptable prioritizeworkload flexibleapproach businessin