Senior Manager - Operations - BPO

Wings Global Services


Voice Process / International Voice Process
Wings Global Services • Thane, Maharashtra • via Expertia AI
₹1L–₹6L a year
Full–time
Apply directly on Expertia AI
Job description
ob Title: Customer Support Agent - International BPO (USA/UK Clients) | Mumbai (Malad) | Up to ₹40,000/month

Job Description:

How to Apply?

📩 Send your resume ASAP or apply directly on this post!

📞 Call/WhatsApp + for quick response!

Why Join Us?

✅ Attractive Salary: Earn up to ₹40,000/month (based on experience & performance)

✅ Global Exposure: Interact with international cus...
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Enhanceplus


Senior Manager - Operations - BPO
Enhanceplus • Mumbai, Maharashtra • via IIM Jobs
Full–time
No Degree Mentioned
Apply on IIM Jobs
Job description
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

- Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

- Selecting, training, developing, and managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organization's 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:

- Experience of handling Managers, TLs & associates in International Voice process ( telecom sales experience essential)

- Strong verbal and written communication skills

- Experience of working with Voice

- 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, Managers.