Redseer Consulting – Primary Research Manager – BPO/KPO Vertical (3-10 yrs)

Key Responsibilities :

– Head cross functional team of 50-100 headcount

– DMAIC research operations: Set/meet performance targets for speed, efficiency, sales and quality; forecast and analyze leadership MIS on a weekly and/or monthly basis, prepare reports on performance statistics, and improve with time

– Manage the daily running of the DS Team, including sourcing equipment, effective resource planning and applying call center strategies and operations

– Monitor random calls to improve quality, minimize errors and track operative performance

– Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues; solve the most complex customer complaints or enquiries for the team

– Organize shift patterns and the number of staff required to meet demand

– Coordinate staff recruitment, write job adverts and liaise with HR staff; review the performance of staff, identify training needs and plan training sessions; coach, motivate and retain staff; coordinate bonus, rewards, and incentive schemes

– Support new office setup in Gurgaon; translate existing infrastructure to cover remote location undertaking needs assessment & cost/benefit analyses

– After 1-3 years, you will move into a senior leadership role with P&L responsibility

Requirements :

– 3-10 years of experience leading / managing operations in a BPO / KPO setup

– Working knowledge of programming & networks

– Graduate / Post-graduate from a premium college

– Strong quantitative / analytical background

– Ability to communicate complex ideas effectively, both verbally and in writing

– Ability to work effectively with people at all levels in an organization, negotiation skills

– Location: Bangalore with the flexibility to relocate to Gurgaon in the future (if required