Job Description

Hiring for Operations Manager (Inbound Process/Outbound)

• Excellent Communication
• Knowledge of MS -Office
• Should know throughput calculation like attrition, shrinkage, SLA's, (Service level adherence).
• Driving the team of 100 Tele callers and 5 Team leaders.  
• Ownership of achieving the collection targets of portfolio.  
• Accountable of meeting attrition and shrinkage targets.  
• Ownership of process billing target and manpower planning  
• Responsible for Revenue target  
• Provide portfolio target and road-map to the team leaders  
• Formulating strategies for Insurance Renewal  
• Accountable for driving SLA's & KPI for all process.  
• Prepare and share process monthly dashboard (All Segments) with the clients.  
• Responsible for client management  
• Provide monthly drill down on performance to identify the current position of process.  
• Reviewing and analyzing the performance report on daily, weekly and monthly basis  
• Showcasing performance route cause analysis and action plan  
• FTE sizing and recruitment  
• Participate in internal client review to discuss the performance and area of concern  
• Attend team huddles being taken by the team leaders to be updated on floor issues  
• Arrange monthly Reward and Recognition for the process.
• Should handle the team weekly reviews and encourage team to meet organizational goals
• Responsible for staff retention within the team.
• Should be aware of KRAS, KPIS.
  Should be only from a BPO voice process
  Should be ready to work for 6 days as it is a domestic process

Job Description :

• Complete monitoring of the team and team performance.
• Managing day to day planning, operational challenges and solving problems of a team of agents.
• Maintenance of the data records, meeting revenues & targets.
• Maintaining daily MIS report.
• Operational management. Managing the floor, adherence to schedule.
• Ownership and problem resolution.
• Training and development of staff.
• Motivation, leadership for a team leaders agents and developing future leaders.
• Conducting performance appraisal for the team.
• Work very closely with the team members, understand the agents problems and weaknesses and address these.

Vacancies : 01

Job location : Noida Sec 82

Immediate Joiners required