BPO Manager

ROLES AND RESPONSIBILITIES OF A MANAGER

A Manager is responsible for overseeing the planning, execution, and completion of a project. They ensure that the project meets its objectives, stays within budget, and is completed on time.

1. Project Planning

• Scope Management:

  Define and manage the project scope to ensure all necessary tasks are included and unnecessary tasks are excluded.

• Scheduling:

  Create a detailed project schedule, including milestones, deadlines, and resource allocation.

2. Team Management

• Team Leadership:

  Lead and motivate the project team, fostering collaboration and ensuring effective communication.

• Resource Allocation:

  Assign tasks based on team members skills and availability and manage workload distribution.

• Performance Monitoring:

  Monitor team performance, provide feedback, and address any issues or conflicts.

3. Client Communication

• Client Engagement:

  Identify and engage with stakeholders to gather requirements, address concerns, and keep them informed.

• Reporting:

  Provide regular updates on project status, progress, and any issues to stakeholders and senior management.

• Expectations Management:

  Manage stakeholder expectations by communicating project goals, risks, and changes effectively.

4. Risk Management

• Risk Identification:

  Identify potential risks and issues that could impact the project.

• Mitigation Planning:

  Develop and implement risk mitigation strategies to minimize impact.

• Monitoring and Adjustment:

  Continuously monitor risks and adjust plans as necessary to address new or evolving risks.

5. Quality Assurance

• Standards Compliance:

  Ensure that the project meets quality standards and adheres to best practices.

• Deliverable Review:

  Oversee the review and approval of project deliverables to ensure they meet requirements.

6. Project Execution

• Implementation:

  Oversee the execution of project tasks and activities according to the project plan.

• Problem-Solving:

  Address and resolve any issues or obstacles that arise during the project.

• Change Management:

  Manage changes to the project scope, schedule, or resources, ensuring they are properly documented and approved.

7. Documentation

• Project Documentation:

  Maintain comprehensive project documentation, including plans, reports, and correspondence.

• Knowledge Sharing:

  Ensure that lessons learned and best practices are documented and shared with the team and organization.

8. Project Closure

• Completion:

  Ensure that all project deliverables are completed and meet the defined criteria.

• Closure Reporting:

  Prepare and present a project closure report, summarizing outcomes and any lessons learned.

• Handover:

  Ensure proper handover of deliverables and responsibilities to the client or operational team.

9. Continuous Improvement

• Process Improvement:

  Identify opportunities for process improvements and recommend enhancements for future projects.

• Feedback Incorporation:

  Collect and incorporate feedback from stakeholders and team members to improve project management practices.

Requirements:

• Need hotel management graduates with Front Office Opera PMS experience (be it v5 or Cloud) of around 7 years
• Good comm skills - should be fluent in both written and spoken English
• Ability to multi-task - will be expected to handle calls, emails, chats & tickets - all in a days work
• Proven ability to work under minimal supervision - and be able to achieve all given targets
• Should be focussed on helping customers with the right solution - and should be able to find solutions independently, post training completion
• Should be familiar with Office 365/ Zoom/ Teams etc. will be expected to set-up and manage multi-stakeholder conference calls to help address incidents & issues
• Should be a good team player - who is able to work across teams and time zones with a focus on issue resolution
• Need to flexible to work on 24 x 7 environments