Manager - Customer Care Operations (MNC BPO)

Search Light Consultants
  • Hyderabad
  • Confidential
  • 8-10 years
  • 24 Jun 2015

  • Operations, Customer Service

  • BPO/ ITES/ Call Centers
Job Description


A Customer Service Manager sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction , by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels .

Key responsibilities include:

Project Management:

Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
Assist in developing and implementing training programs to improve the quality and productivity of the team.
Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
Development, analysis and improvement of new strategies and procedures. The CS Manager will have the ability to develop, plan, and implement short- and long-term goals.
Independently build relationship with Cross functional teams to enable skill/ team performance and improve customer experience

People Management:

Leading and developing a team of 25-35 associates; responsible for the overall direction, performance management, coordination and evaluation of the team and responsible for driving process improvements not only in respective teams but across skill.
Lead and drive the continuous improvement culture through kaizen and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
Carrying out supervisory responsibilities in accordance with policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom team leads into future CS Managers
Leading Site level initiatives , Primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc and may require interface with other sites in network
Communicating policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken
Expected to be 2nd in line to the Operations managers and at times might be required to perform delegated duties of operations managers
Develop and Achieve performance goals and objectives in line with the network wide vision and goals.

Candidate Profile

Female candidates 7 - 12 years of work experience with 5 plus years of relevant supervisory experience working in an International MNC BPO as Team Manager / AM Operations with a min of 2 years as an AM in an MNC BPO.
Advanced computer skills using a variety of programs highly desired
24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day
Applicant need to be in People Management role

Female Candidates required for this role

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Search Light Consultants