408 Bpo Operations Jobs - Page 12

Operations Manager Exp- 10+ Years ( 2+ Years as Ops Mgr) Loc- Gurgaon Pkg- 18 LPA NP- 0 to 30 Days Skills- BPO Operations, Operations Mgt, Team Mgt, International Voice etc Nancy 8586914964 Nancy.imaginators7@gmail.com

We are India's Largest BPO Recruitment Company. Golden opportunity for freshers and Experience. 7617358770 9343557750 8827676771

We are looking for Freshers to work for Domestic and International companies Freshers and Experience both can apply Easy selection, Walk-in Interview, No sales, No Target, Salary up to 45000 Need Good English speaking Call HR salma 8098951198

We are hiring for Banking Team Leader Need Excellent Communication skill BPO Experience preferred 1 year on paper Team leader experience Good knowledge and experience on cards and Dispute domain. Need Banking Experience Aware about Attrition , Shrinkage , AHT, CSAT, NPS ,BQM. Need Graduate from any domain Open to work in rotational shift ( 24/7 window) 5 days working / 2 rotational off Job location : Malad interested candidate can share your cv @ shamina.sayyed@teleperformancedibs.com

*Customer Service - Team leader* *Job Title: Sr Manager* Location: Mumbai *Minimum Experience:* Total 8 years Minimum 3-5 years of experience as a Team Leader in a domestic/international BPO. (insurance industry experience will be added advantage) *Type of position: Full Time* *Job Responsibilities;* Providing quality and efficient customer service to customers through daily management of a team of up to 30 employees to include hiring, motivating, recognizing and rewarding, coaching, training and problem solving Assist Team Manager with development, process improvement, analysis and implementation of efficiency or quality initiatives Monitor resource utilization & performance *Job Profile:* Supervising the performance and providing daily direction to a team of Team Coaches and CSRs to deliver to Organization goals of Service standards and Productivity standards Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement. Achieve stretched targets and be able to take decisions and manage complex/ difficult conflict situations with either customers or employees Assisting Team Manager with process improvement initiatives by coordinating with either other teams in the Company or within Customer Support for system efficiency enhancement projects, implementation on the floor of engagement programs, reward and recognition programs and staffing , training and scheduling issues Be available for employees that experience work and / or personal problems providing appropriate coaching, counselling, direction and resolution Conduct the meeting with clients and key stakeholders to gather requirements, analyse, finalize and have formal sign-offs from approvers. Gather and Conduct analysis of the business requirements. Review the current business processes defined and ensure adherence and involvement of all relevant/impacted stakeholders. Translate the business requirements into the Business Requirement Document / Specifications [BRD/BRS] OR Functional Requirement Document [FRD] OR Minor Development Document [MDD]. Review requirement documents received from other stakeholders and guide them in drafting the BRS as per business and technology requirements. Facilitate meetings with the appropriate subject matter experts in both business and technology teams. Work closely with the operational functional teams, operations management and personnel, legal and various technology teams to facilitate a common understanding of requirements and priorities across all areas. Liaise with technology team for timely delivery of requirements shared and coordinate business user community for the execution of user acceptance test as well as tracking issues. Maintain repository of BRS documents with proper version control mechanism with BCP adherence Strong analytical skills and logical ability with creative approach to problem-solving. Hands on experience on Microsoft office tools and using macros in Excel. IT Savvy and good exposure in analytics. Good communication and 'people skills'. *Education Requirements: Min Graduate (Full-Time)* *Age Criteria: Max 35 years*

Resolving customer query over chat or voice Salary upto 4LPA Fresher & Experience both welcome 5 Days working Rotational Shifts Cabs provided Interested Candidates Can call/ WhatsApp on HR Divya- 9887539513 Required Candidate profile Requirement of excellent English communication Should have an inter-personal skills, problem resolving and good understanding For further process apply below for interview call for the same. Perks and benefits Cab Facility

Resolving customer queries over chat or voice Salary upto 4.5LPA Fresher & Experienced both welcome 5 Days working Rotational Shifts Cabs provided Interested candidates can whatsapp on HR KRATIKA - 8955028708 Required Candidate profile Requirement of excellent English communication Should have an inter-personal skills, problem resolving and good understanding For further process apply below for interview call for the same. Perks and benefits Cab Facility

Resolving customer queries over voice Salary upto 4.5LPA Fresher & Experience both welcome Graduate/Under Graduate Work From Office Only 5 Days working Rotational Shifts Cabs provided Interested Candidates Can call/ WhatsApp on HRDevanshu-9509437308 Required Candidate profile Requirement of excellent English communication Should have an inter-personal skills, problem resolving and good understanding For further process apply below for interview call for the same. Perks and benefits Cab Facility

Role & responsibilities Responsible for driving the day-to-day operations to deliver high-quality services. Manage operations team (paralegal team) Coordinate and collaborate closely with the legal team (lawyers) Give inputs to the technology team to improve the software further Adhere to client requirements to ensure KPIs are met: Ensure the operations teams are aligned on the KPIs committed to the customer. Understand the current KRA and KPIs set for the paralegal team. Improve the same. Understand the current product, the mode of delivery, and the process used. Improve the process to maximize the efficiency/productivity of the operations team. Understand the current organizational structure of the operations team & the quality of talent/skills available. Improve on the same. Understand the training needs of the team. Real-time queue monitoring for chats/emails and managing it to meet the Targets. Also, monitoring the queue for any spike in the volume or any critical issues on the production floor so as to communicate to the client's internal management. Actively participate in the Weekly Operations Call with Manager & Operations Head to discuss the achieved target for the week/month and the root cause of the failures as well as the action plan to minimize them. Act as a people manager to drive culture, and emphasize engagement and retention initiatives on the floor. Ensure the team is well motivated. Plan and implement a training calendar for continuous improvement and up-skilling. Create a robust performance management system to reward the top performers and also to identify those who need support. Play a key role in hiring to ensure the quality of talent continues to improve Taking care of performance management by identifying improvement opportunities, providing effective feedback, coaching, training, and stimulating the career advancement of the team members within the project or lateral movement. Motivate the team members and distribute the task equally among the team members. Monitor and Audit emails & chat responses of each individual of the team and coach them to enhance their knowledge and skills. Ensure the attrition rate is within the acceptable limits and work towards zero attrition. Preferred candidate profile Excellent written and verbal communication skills in Hindi and English and regional Language 5+ years of experience in a similar role managing a diverse team Very strong people person with excellent interpersonal skills Tech-savvy

Operations Manager Exp- 10+ Years (2+ Years as Ops Mgr on Paper) Loc- Gurgaon Skills- Operations, International Voice, BPO Operations, Team Management etc Pkg- 18 LPA Nancy 8586914964 Nancy.imaginators7@gmail.com

Role & responsibilities Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction Tele-Sales, B2c Outbound Sales , Managing the Contact Center Establish and Manage Relationships / Engagement with the Clients. Oversight of team organizes resources, sets goals, call out strategy from Executives and client on a day to day basis, reporting responsibilities Managing day to day Sales targets (B2C Sales) Responsible for following agreed governance model, escalation & communication plan To ensure team members achieve agreed standards in relation to their job assignments. To ensure training of new staff on the corporate policy rules to be adhered to To ensure that the buddy system is put in place to maintain the operation with minimal disruption in times of annual leave/sick leave/study leave and daily working hour schedules To monitor and document work schedule of staff and absences. Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates Preferred candidate profile Must Have experienced into B2C Telesales Must Have expereinced into Contact Center Handling Team Size should be 100 + Candidate can join ASAP Perks and benefits Unlimited Incentives Flexi Benefits Medical Insurance How to Apply Interested candidates can share their updated CV at Kanishkabisht@policybazaar.com or WhatsApp at 9582253267 Along with the following details Total Experience Current CTC Expected CTC Notice Period Team Size Age Reason for Change Current Location

Job Description: Manager, Service Delivery Manager, India Job Title - Manager, Service Delivery, India Report to - Director, Service Delivery, India Department Service Delivery Unit Location Bangalore, India Purpose of the Position: In this pivotal role, Critical leadership will be expected during this exciting and transformative time for the company - a unique opportunity for the right candidate. Leading the Service Delivery team, managing conflicts, and ensuring the teams processes and tasks are carried out efficiently. Honing and leading the improvement team for delivery infrastructure. Managing finances and budget. In this role, you will lead and manage the internal delivery teams to review incidents, problems, and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed. In this role, you will lead and supervise Service Delivery Supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce; oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; identify and lead the department, division or company level projects to realize corporate goals and strategies. Principal Responsibilities: Responsibilities: Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.) Description (Do in order to/to ) Percentage of Time (%) 1) Talent Inventory Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors. Establish Delivery Processes: A key part of the role of a service delivery manager is to establish and refine delivery processes. The goal of streamlining these processes is to ensure that each client gets the same great experience from the initial stage. 2) Client Services Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or, in-person interactions with clients to maintain and enhance client relationships; execute company-wide client-related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients. Supervise Staff: Oversee the teams in different stages of the delivery process, even though you may not be the direct line manager. Holds all the processes and employees within these teams accountable for carrying out the required tasks and providing great customer service. 3) Business Growth Proactively seeks opportunities to improve client experience and drive business growth. Support US-based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies. Manage Customer Expectations: This role involves assessing customer feedback and improving procedures accordingly to ensure that great customer service is provided at all times. You are required to evaluate a customers experience against a set of customer satisfaction goals and criteria. Conduct research, when the scores fall below the threshold. 4) Problem Solving Resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively. 5) Managing Projects Stay well informed of corporate goals and strategies; identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects. 6) Employee Engagement and Budget Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Manages priorities and budgets to meet company, department, and team goals. The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs. Contact Scope: Contact - HR Karthik | 9008042208 | Call & WhatsApp | Email - Karthik_Venkat@resourcepro.in Internal Contacts All HR & Corporate Services departments External Contacts Client contacts, all US departments Minimum Qualifications: ReSource Pro Operational Solutions Pvt Ltd. About Us: ReSource Pro brings to the insurance industry tools, technology, and strategic services that enable profitable growth through operations excellence. Education Background Major N/A Degree Bachelor Licenses/Certificates N/A Working Experience Minimum 15 years of experience, 7 years of management experience Competencies, Skills and Behaviors Manages effective performance and develops staff Build effective team relationships Communicates effectively Demonstrates functional excellence Customer-centric ReSource Pro Operational Solutions Pvt Ltd. About Us: ReSource Pro brings to the insurance industry tools, technology, and strategic services that enable profitable growth through operations excellence. Headquartered in New York , ReSource Pros global service centers address client operational needs around the clock. Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009. Over 9,000+ ReSource Pro employees provide dedicated support to more than 1000+ insurance organizations , consistently achieving a 97% client retention rate for over a decade . We help you execute your most complex business objectives with solutions designed to boost performance, productivity, and profitability. Shift Timings: Regular Shift - 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PM Real-Time Shift - 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM Location: 2nd, 3rd & 7th Floor, Hub 4, Karle Town Center (SEZ), Kempapura Main Road, Nagavara, Bengaluru - 560045, India Contact Scope: Contact - HR Karthik | 9008042208 | Call & WhatsApp | Email - Karthik_Venkat@resourcepro.in

Dear Aspirant, Welcome to ResourcePro! Job Description: Assistant Manager Report to : Operations manager Department: Service Delivery Unit Location: Bangalore, India Contact Scope: Mentioned Below WE ONLY CONSIDER ASSISTANT MANAGER PROFILES AND NOT TEAM LEADERS, THOSE WHO HAVE TAKEN THE INTERVIEW THEY SHALL COMPLETE THE COOLING PERIOD OF ONE YEAR [ MINIMUM 8 YEARS OF EXPERIENCE IN BPO/ BPM AND SHOULD WORK AS ASSISTANT MANAGER FOR ATLEAST 1.5 YEARS OF EXPERIANCE ] Roles and responsibilities: Purpose of the Position: In this pivotal role, critical leadership will be expected during this exciting and transformative time for the company a unique opportunity for the right candidate. Leading the Service Delivery team, managing conflicts, and ensuring the teams processes and tasks are carried out efficiently. Managing finances and budget. You will lead and manage the internal delivery teams to review incidents, problems, and any other operations issues impacting the client. Drive the teams to remediate problems and provide root cause analysis as needed. You will lead and supervise Service Delivery Supervisors and a number of client teams to establish and maintain a motivated and skilled service delivery workforce. Oversee the daily operations to ensure client satisfaction, work quality and efficiency, current and future business needs are met; Identify and lead the department, division or company level projects to realize corporate goals and strategies. Responsibilities: Talent Inventory: Manage and coach direct reports to be effective in both client management and people management. Identify, develop and retain high-potential employees by providing effective leadership, coaching, training, and performance evaluation to team members and their supervisors. Client Services: Oversee the daily operations of each client team to ensure client satisfaction; manage email, phone or, in-person interactions with clients to maintain and enhance client relationships; execute company-wide client-related programs to ensure consistent service delivery and brand promises; Oversee on-boarding of new clients. Business Growth: Proactively seeks opportunities to improve client experience and drive business growth. Support US-based business development functions effectively in acquiring new clients and developing existing clients. Ensure all department activities comply with information security policies. Problem Solving: Resolve high-impact client issues or new situations by analyzing root cause, identifying key steps to form a plan, pulling resources and acquiring support from different departments and functions, executing and making necessary changes, and communicating effectively. Managing Projects: Stay well informed of corporate goals and strategies; identify and lead the department, division, or company-level projects. Lead assigned cross-function or company-wide activities and projects. Employee Engagement and Budget: Manages staffing level and targeted activities to accommodate a healthy balance of employee engagement, client satisfaction, and business development needs. Manages priorities and budgets to meet company, department, and team goals. The above responsibilities are not inclusive. Other responsibilities may be assigned to this job position depending on business needs. Contact Scope: Email ID - Varshitha_devaraj@resourcepro.in Internal Contacts: Team members within the client team, Supervisor External Contacts: Client contacts Minimum Qualifications: Education Background: Major N/A, Degree Bachelor, Licenses/Certificates N/A Working Experience: Minimum 8 years experience, 3 years management experience Some of the mandatory skillsets required: Operations / Process / Transition Management Client Focus Coaching and Training SOP Creation and management Quality - Auditing, Planning, Target Setting Interpersonal Communication Capacity Planning Employee Retention Team Performance Shift Timings: Regular Shift: 8:00 AM to 5:00 PM | 8:30 AM to 5:30 PM Real-Time Shift: 6:30 PM to 3:30 AM | 7:30 PM to 4:30 AM | 8:30 PM to 5:30 AM | 9:30 PM to 6:30 AM Contact Scope: HR Email ID - Varshitha_devaraj@resourcepro.in Location: 2nd, 3rd & 7th Floor, Hub 4, Karle Town Center (SEZ), Kempapura Main Road, Nagavara, Bengaluru - 560045, India

Min exp 10 years in CS-voice Only Operations manager with 3 yrs as same---NO DM's OR AM's only females Package upto 18 lpa Gurgaon location- Call on 7042331616 or drop cv on supreet.imaginators@gmail.com

Job Summary The Operations Manager is responsible for the strategic and operational oversight of both toll-free and digital channels. This role focuses on unit-wise performance analysis, identifying process improvement opportunities, and ensuring escalation closures and protocol compliance. Focus Areas Performance analytics, process improvements, forecasting, and coordination Key Responsibilities Track and report unit-wise conversion and non-conversion KPIs. Lead non-conversion cohort initiatives and performance drives. Identify process gaps and provide actionable improvement suggestions. Manage forecasting across toll-free and digital teams. Ensure high-quality standards in all interactions. Act as master calibrator across toll-free and digital. Close escalation plans at the unit level effectively. Drive CPA analysis across zones. Manage opportunity and case workflows. Monitor adherence to tagging protocols across cohorts. Reduction of Unit transfers Skills & Qualifications Bachelors degree in business administration, Operations Management, or a related field (preferred). Minimum 7–10 years of experience in contact centre operations with at least 2 years in a managerial role Inbound & Outbound Contact centre Operations Strong understanding of contact centre technologies, tools, and metrics Excellent leadership, communication, and interpersonal skills Ability to handle high-pressure environments and manage multiple priorities Data-driven decision-making and analytical skills Experience with CRM, ACD, WFM tools (e.g., Salesforce, Genesys, NICE, Avaya) is a plus Strong analytical and operational management skills. Expertise in escalation and case management.

Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs). As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department. Candidate should have atleast 1 year of experience as a TL in international process with good communication skills. Interested candidate can share their resume at "rajal.garg@taskus.com" or call on 8141444230. Regards, Rajal Garg

Job Summary: The Assistant Manager International Voice Process is responsible for managing a team of customer service representatives handling international voice-based support. The role involves overseeing daily operations, ensuring quality service delivery, achieving KPIs, and fostering team performance in a fast-paced, target-driven environment. Key Responsibilities: Supervise and lead a team of voice agents handling international calls (inbound/outbound). Monitor and improve team performance to meet or exceed SLAs and KPIs (AHT, CSAT, FCR, etc.). Ensure adherence to quality standards and compliance guidelines (e.g., data security, GDPR). Provide coaching, mentoring, and performance feedback to team members. Handle escalations, resolve customer issues effectively, and ensure a high level of customer satisfaction. Collaborate with Quality, Training, and Workforce Management teams to drive operational excellence. Analyze reports and data to identify trends, gaps, and areas for improvement. Assist in recruitment, onboarding, and training of new hires. Participate in client calls, reviews, and audits when required. Drive continuous process improvements and implement best practices. Qualifications: Graduate in any discipline. 35 years of experience in international voice process, with at least 1 year in a team lead or assistant manager role. Excellent verbal and written communication skills in English. Strong understanding of voice process KPIs and operational metrics. Experience with CRM tools, call center software, and reporting tools. Ability to work in night shifts and rotational shifts as per process requirements. Preferred Skills: Experience in a US/UK/Australian voice process. Strong interpersonal and leadership skills. Ability to manage pressure and meet tight deadlines.

We are looking for Freshers to work for Domestic and International companies Freshers and Experience both can apply Easy selection, Walk-in Interview, No sales, No Target, Salary up to 45000 Need Good English speaking Call HR sana 7506864285

Travel BPO Resolving customer queries over voice Salary upto 5LPA Travel experience mandatory(GDS,Amadeus) Work From Office Only 5 Days working Rotational Shifts Cabs provided Interested Candidates Can call/ WhatsApp on HR Abhimanyu-9509414694 Required Candidate profile Requirement of excellent English communication Should have an inter-personal skills, problem resolving and good understanding For further process apply below for interview call for the same. Perks and benefits Cab Facility

Resolving customer queries over chat or voice Salary upto 4.5LPA Fresher & Experience both welcome 5 Days working Rotational Shifts Cabs provided Interested Candidates Can call/ WhatsApp on HR Riya- 8102511094 Required Candidate profile Requirement of excellent English communication Should have an inter-personal skills, problem resolving and good understanding For further process apply below for interview call for the same. Perks and benefits Cab Facility

Resolving customer query over chat or voice Salary upto 4LPA Fresher & Experience both welcome 5 Days working Rotational Shifts Cabs provided Interested Candidates Can call/ WhatsApp on HR Jyoti- 9214555567 Required Candidate profile Requirement of excellent English communication Should have an inter-personal skills, problem resolving and good understanding For further process apply below for interview call for the same. Perks and benefits Cab Facility

Role & responsibilities Lead, manage coach and develop an operational Voice & Chat team of up to 180 employees at multiple locations. Manage Complex processes like Flying Start Webchat, wherein the team would assist Early Life Mobile customers (tenure less than 45 days) with their Queries, Requests & Complaints. Also manage a Specialized Home Broadband Voice & Backoffice team, wherein the focus would be on supporting customers during the critical period between the point of sale and the connection date. Ensure consistent delivery and improvement of Primary and Secondary Commercial KPIs, along with driving internal OKRs (Objective and Key Results). Build strategies to optimize and transform current processes with an aim of improving overall CXX journey and betterment of employees. Review and analyze performance reports against targets on a weekly/monthly basis with Team Operations Managers and with client to investigate causes for performance deviations. Identifies causes for non-achievement of KPIs, develop solutions and execute the same. Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures Conducts weekly reviews with team managers and open house with the entire floor to be updated on all floor issues / concerns Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions. Monitors compliance adherence through timely audits, generating awareness on the floor etc. Participates in client / internal review calls and handles escalations

Role & responsibilities Lead and manage the overall operations of the call center, including inbound/outbound customer service, technical support, or sales teams. Develop and execute strategies to improve service quality, customer satisfaction, efficiency, and team performance. Monitor key performance indicators (KPIs) such as average handle time, customer satisfaction scores, service level, and agent productivity. Collaborate with workforce management to ensure effective scheduling and staffing levels. Drive continuous improvement initiatives using data and feedback to streamline workflows, reduce call volumes, and enhance customer experience. Oversee the hiring, training, development, and performance management of call center staff and team leaders. Ensure compliance with internal policies, procedures, and industry regulations. Serve as the escalation point for complex customer issues and ensure timely resolution. Work closely with cross-functional teams such as IT, HR, Quality Assurance, and Product to support business objectives. Prepare and present performance reports, forecasts, and strategic plans to executive leadership. Preferred candidate profile Education: Bachelors degree, certifications like COPC, LEAN, Sig Sigma are a plus Experience: Minimum of 8 years in call center management, with at least 3 years in Sr management leading a large account. Skills: Proven experience managing large, high-volume call centers (100+ agents preferred). Strong understanding of contact center technologies (e.g., CRM, ACD, WFM systems). Demonstrated success in coaching leaders, managing performance, and driving change. Exceptional analytical, organizational, and problem-solving skills. Excellent interpersonal and communication abilities, with a customer-first mindset.

Openings for Team Lead and Assistant Manager Telecom Voice Chennai Should have minimum 4+ years of experience in BPO. International Voice experience is mandate. Should have been designated as a Team Lead / Assistant Manager for at least 2 years on papers. Should be able to calculate Attrition, Shrinkage, AHT. Should be aware of NPS, Repeat & Churn. Should be aware of Occupancy and Utilization formulas. Candidate should be good in communication. For Team Lead - Candidate should be fluent to speak in Kannada or Malayalam language. For Assistant Manager - Any south language For Team Lead/Assistant Manager - Inbound Voice experience is mandatory Interested candidates can reach out to NandhiniA1@hexaware.com / 7358342513

Leading BPO in Kolkata Hiring Operations Manager- International Voice Process Must be working as a Manager in BPO in International Voice Process Handled Team Span of 100+ including Team Leader, Assistant Manager Good in Operations Matrices like SLA, CSAT, Attrition, Shrinkage, NPS CTC UPTO 16LPA Candidate willing to relocate can also Apply Immediate joiners/ 1Month notice Key Roles and Responsibilities Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) Create and maximize relationships with client partners Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements Attend business reviews with the client Handle a team of team leaders 7-8 years client facing Work experience in a BPO Key Skills and knowledge: Knowledge of Internet Services, MS Office and Basic Computer Troubleshooting Flexibility to work in any shift and, on weekends Establish a course of action for self and others to accomplish specific goals Demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback Demonstrate ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal Work well under pressure and follow through on items to completion while maintaining professional demeanor. Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment Demonstrate ability to mentor, coach and provide direction to team members Willingness to work in a flexible schedule Educational qualification Graduation Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123