Sr Manager Ops - Priority Centre

Job responsibility Must be into strategic hands on in business transition & Process Simplification. Automation and AI Implementation exposure will be given preference. Responsible for handling teams in an operations of an integrated (calls/emails/complaints) contact center for Voice & Data products (including all KRAs and KPIs defined for this process) for Priority customers Handling of escalations on Voice & Data products Handling team KPIs/KRAs Keeping the team continually motivated in achieving the team goals Developing a strong bonding between the members in the team so that they can share the same collective goal Creating an environment of collecting, sharing and implementing of customer feedback Responsible for planning and execution of the day to day operational parameters of the team Ensure statutory compliance and compliance to all internal & external audits Develop high level of customer focus within the team Having a strong hold on absenteeism, attrition, shrinkage and floor monitoring Provide effective leadership and development amongst the agents of the contact center, including ER & floor activities Responsible to Cultivate a strong, informed, multi skilled and well-trained team Implement performance management and performance review processes Project & Initiative Skills required Span of control: Geographic – Pan India No.

of reports (direct & indirect)- if any Key Customer End customer, authorized signatories, clients Internal teams Necessary Preferred Skills Strong operations skills for handling absenteeism, attrition, shrinkage and floor monitoring Customer centric and high focus on customer facing processes Excellent grip on high end data and voice products Excellent hands on experience in handling call center & complaint management operations for high end customers Team management skills Experience in handling a high potential dynamic teams

• . Qualification Graduate (Science/Business)
• . . Overall Work Experience
• Minimum 10-16 years of experience in the BPO segment with 2 years in a Team Leader position. Handling high end customer service call center and complaint management teams Hands on experience in work force management, process reengineering, people handling and customer interaction . Behavioural Attributes Excellent people manager Strong customer focus Good analytical skills Strong communication and interpersonal skills Inclination towards innovation
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