Job Description

To work closely with BPM Head to manage the day-to-day BPM operations by supervising, managing and motivating team members on a daily basis and driving the team in providing quality and effective customer service and hence meeting the set targets.

Job description

• Leading & monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets.
• Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members and challenging the team for maximum incentive on campaigns.
• Ensure 100% team are regular as per the schedule & Motivate the team and achieve the daily and monthly targets.
• Plan replacement, attrition & PIP on the manpower as per the call volumes.
• Roaster the daily staffing as per the call volumes to achieve the process adherence.
• Motivate employees to reach individual goals and encourage team to work better.
• Responsible to prepare and delivering daily reports to management. Report on team member performance and target -related objectives.
• Ensure the Voice & Non voice process audits are conducted individually and as floor.
• Feedbacks are regularly delivered.
• Maintain SL, AL, Response & Contact %

Required Candidate profile

• Excellent conflict resolution and problem-solving skills, strong cultural awareness. Inter departmental coordination to ensure smooth operations.
• Graduate from a reputed institution, with 7-8 years of experience as an Asst Mngr/Manager in a BPO organisation with clear reporting structure.
• Good knowledge of BPO operations with the ability to lead a team of executives.
• Resourceful individual with an energetic and enthusiastic approach to the job.
• Excellent communication and interpersonal skills with the aptitude to handle complexity.
• Strong analytical skills with proven ability to drive initiatives.
• Strong Planning and Organizing Skills
• Proactive and takes ownership ensuring follow-through.
• Multiple Language speakers, desirable.