Apollo Hiring Operations Manager- BPO (Contact Centre)

Essential Duties and Responsibilities:

• Develop objectives for the call centers day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (costs, customer service metrics etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Monitor Work queues/e-mails as per targets; report out any outage and take necessary action; perform RCA and take corrective actions for defects identified during monitoring; drive KPI improvement initiatives across program; focus on SLA to meet the client satisfaction; to be able to meet the Shrinkage and Attrition goal set by the company; to be self-motivated to involve in self and team development
• Supervising team leads
• Ensuring business KPIs are being met
• Maintaining Quality standards as per agreed protocols
• Attrition Management
• Ensuring Data Security and Compliance to company guidelines
• Preparation of Monthly, Quarterly deck and review with Management.
• Client /Customer Relationship Management
• MIS Management

Essential Skills:

• Be attentive to details
• Be able to work in a fast-paced environment
• Have strong working knowledge in MS Office applications: Word, excel, & PPT
• Be able to adjust quickly and smoothly to changing priorities and conditions
• Have ability to interpret data, identify trends, and make suggestions for improvements
• Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
• Be proactive in developing trust and professional rapport with employees and team members; work as a teamplayer
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
• Problem solving skills
• Strong interpersonal skills

Education & Experience:

• Minimum Graduate
• Overall Years of Experience and required Skill Sets: Minimum 6 - 10 years with 4 yrs of people management

experience

• Experience in Customer Service specifically in BPO sector.

Interested candidate can share updated resume to Shruthi_Beulah@apollohospitals.com/ what's app @ 8639839227.