Operations Manager ITes & BPO

Operations Manager ITes & BPO

CogentHubCx.AI is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and key responsibilities:

• Operations & Sales Management -Oversee and manage B2C Tele-Sales operations to ensure seamless execution and achievement of targets.
• Keeps Operational costs to a minimum and ensures revenue targets are met
• Responsible for ensuring occupancy & utilization is at optimum level
• Selecting, training, developing, and managing performance of direct reports and their associates- including planning and assigning work for staff in accordance with the organizations 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
  

Key Skills and knowledge:

• Must be a graduate
• Strong verbal and written communication skills
• Experience of working with Voice or chat or both
• Good Presentation skills
• Thorough knowledge of MS office/ back office
• Excellent facilitation and people management skills.
• Experience in direct Client interaction will be an additional advantage.
• Should have handled bigger spans of agents ,TLs, AMs etc.
  

Education:-

• Graduate in any discipline is essential