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