IGT Solutions – Senior Manager – Operations (10-14 yrs)

  • Full Time
  • Pune
  • Full Time
  • Pune

Essential Experience:

– 10 – 14 years of experience in BPO Operations managing all LOBs in a Logo

– Independently manage the site, people and metrics related to the programme

– Should have deep knowledge and understanding of the ecommerce, Competition & Market trends in BPO

– Should have deep understanding business financial metrics

– Ability to comprehend end to end forecast, capacity plan and training metrics

Role Challenges:

– Present reviews to the Client on daily/weekly/monthly basis. Generate additional process insights, capture end customer voice and share with client

– Drive Entire Operations through Leading and assigning team responsible for delivery

– Work closely as a process head, enable support functions to deliver best in class ecommerce operations

– Adherence to client SOPS and internal compliance @ 100%

– People management with help of skip level meetings, TL grooming and Red Amber Green analysis

– Agent development through strong coordination with Training

Personal Style Enablers:

– Ability to motivate and inspire teams

– Diligence in following through Operational Parameters

– Complete diligence in SOP governance and adherence

– Innovative and able to foresee market conditions

– Build and sustain relationships with key people in the Customer Environment

– Extrovert with a sales mind set

Primary Job Responsibilities:

– Drive Continuous improvements and innovations to enhance quality, CSAT

– Optimizing spend for LOBs

– Prepare medium-term plan, annual budgets and activity plan consistent with the agreed strategies with Unit and organizational goal

– End to end client Management including daily/weekly/monthly reviews with client, value addition to the client and proactive communication to internal and external clients

– Positioning IGT Solutions & Services as a major player in the Ecommerce segment to become a partner of choice for Ecommerce related companies in BPO services

– Develop, manage and execute customer delight programs

– Accomplish the organization’s goals and objectives

– Meet & Exceed all BPO metrics like AHT, Staffing Adherence, Abandoned% Occupancy for Voice Business, EWT,

– Back office : Meet and Exceed all TATs for all Transactions along with desired accuracy

– Attrition & Absenteeism to be below the standard BPO Industry benchmark; < 6% on a Monthly basis

– Process compliance to be above 99%


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