Bpo Operations Manager Job in Skyrand Technologies

Description:

We are a non-voice BPO based out of Coimbatore with a team size of 20+people and soon to be a 100+ team. We primarily work with North American and European clients and are looking for a person who can bring some operational efficiency to our team.

Job Responsibilities:

• Responsible for the day-to-day function of the systems and processesand ensuring high quality of services.
• Ensure all systems operate smoothly and align with our quality standards.
• Maximize the efficiency of all business procedures.
• Establish production KPIs and conduct quality assessments.
• Monitor daily operations and address potential issues when they arise.
• Build processes that meet our business objectives and ensure compliance with various standards like ISO and GDPR.
• Generating innovative ideas that are cost-effective ensuring profitability for the company.
• Adhering to client requirements, managing client relationships independently, work with the client organization well to ensure target KPIs are met in the account.
• Manage Attrition in the account, drive retention initiatives on the floor to manage tenured and experienced employees
• Monitor financial data and recommend solutions that will improve profitability
• Take into account the needs of external and internal stakeholders and incorporate them into new strategic plans
• Ensuring that the team is well equipped, well trained, and motivated to meet the service level agreement of the company.

Job Skills:

• Previous experience as a Business Operations Manager or in a similar role
• Sound understanding of Operations & Delivery, coming with a strong background in managing contact centre
• Strong leadership skills and ability to ensure the team understands job and business requirements and build team empowerment
• Very strong people person, ability to work with a diverse set of people.
• Good experience in client management & passionate about customer experience
• Experience with databases and project management software
• The ability to interpret financial data and allocate budgets
• Excellent interpersonal and communication skills
• Any Graduate