Operations Manager

Serviam Consultancy Services
  • Mumbai
  • Confidential
  • 5-10 years
  • 30 Jul 2015

  • Operations, Customer Service

  • BPO/ ITES/ Call Centers
Job Description

Job Description :

- Responsible for the day-to-day function of the collections and sales process.

- Provide support to call center TL's and agents and administer everyday business of call center.

- Monitor call center operations and ensure high quality of services.

- Drive collection and sales though team leads.

- Generating innovative ideas that are cost-effective ensuring profitability to the company.

- Assist supervisors and ensure various metrics for productivity are met and exceeded and prepare necessary reports required for the same.

- Work with team supervisors and identify call volume trends and maximize ways to improve quality and productivity.

- Plan annual business and prepare strategies for forecasting and meeting budgetary plans.

- Maintain knowledge on various best industry practices and develop associated strategies.

- Analyze processes and recommended new technologies for incorporation in system..

- Presenting monthly/quarterly performance in the monthly review meetings.

- Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.

- Ensuring that the employees adhere to the company's rules and are in sync with the company's mission and values.

- Weekly review with clients for Target & Service levels with ability to analyze and re-engineer processes towards driving improvement and change, if required.

- Briefing the team on process updates, improvement areas and other important functions, given/required by the clients.

- Interacting with HR team to reduce attrition & absences and improve employee morale.

- Conducting training sessions every week for the bottom performers.

- Adaptable and ability to adhere to client and companies requirements.

- Following prescribed Escalation Matrix

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Serviam Consultancy Services