Job Description

Associate / Sr. Associate Manager Operations - CS: Inbound Reports To Manager / Senior Manager Operations Education Qualification Graduate (Commerce/science/arts or any stream) Work experience 2 to 3 years (2 Years in a capacity of Associate Manager and above handling Inbound CS Operations) from 3rd party BPO or captive centres Overall accountability for a span of 50 to 60 seats operation of multiple customers with multiple shift operations and multiple location. To manage the operational activities and challenges of allocated BPO divisions and ensure resources match workloads to provide cost effective, high quality service within agreed SLA\'s and timeliness. Establish mechanisms to ensure enhancement in the overall productivity, volume and competence levels of the BPO division through strategic interventions. Create, mentor and lead an effective BPO team of Experts / Team Leaders Build and maintain effective long-term relationships with key members of the client team. Be prepared to innovate and actively seek out-of-the-box solutions. Will manage the processes independently and ensure business profitability. Will drive business and interfaces with the clients. Product goals achievement Identify opportunity for growth of the product and participate in transitions. Job Profile Attrition control - by ensuring people are taken care and well guided and their controllable issues are closed with transparent approach. Giving focus to new people by helping them to adjust in work environment and demands. Tracking probable attrition and helping them to resolves their issues. Participating warning systems tracker used by organization. Using EWS for open houses and retention tools. Quality control by ensuring daily audit and feedbacks by TL/QA. Same to be based on the performance of the people. Thus giving focus to new and poor performers more. Using the Agent tenuity and Banding as base for quality monitoring. Strong knowledge on inbound metrics - AHT, C-Sat, NPS, FCR and QOS Handling client escalations and close looping Track escalation tracker sheet for close looping. Handle day-to-day staffing issues to ensure low shrinkages by taking daily commitment of TL/Experts adherence to roster shift. Performance management of his team provide status updates of performance indication trends at regular intervals to his team. Using goal sheet for setting target for metric, tracking and feedback. Looking at people current performance and focus on low performers. Daily briefings and reviews to keep his team updated on new updates and abreast to product/process knowledge. To keep them oriented to target and achieve Knowledge and skills Excellent knowledge and understanding of inbound customer support services strategy and challenges Good knowledge on capacity planning Daily Run Rate tracking. Should have knowledge on inbound metrics like AHT, C-Sat, NPS and FCR Excellent communication skills Ability to interact at all levels Strong analytical and problem solving skills Sound people management skills Location AKR Infinity, 3rd Floor, Sy No. 113, Hosur Rd, Krishna Reddy Industrial Area, 7th Mile, Muneshwara Nagar, Bengaluru, Karnataka 560068 Working hours Monday to Saturday (6 day a week)

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