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Manager Operations - Technical
Job ID VAC 100
Job Type Permanant
Industry/Sector BPO, Call Centre, ITeS
Functional Area Customer Service/ Call Centre/ BPO
Job Role Operations Manager
Job Location Hyderabad
Experience 5 - 8 Years
Annual Salary INR 1000000.00, Yearly
No.of Vacancies 1

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Job Description


About the company - Top MNC in Hyderabad!

US process for providing Full Service Revenue Cycle Management. Offers a professional work environment, outstanding challenges, industry competitive compensation, accelerated career growth and overseas opportunities.


* People management: Handled the team of 40+ with 6 team leads and 3 Asst. Manager.
* Assigning tasks to team members and monitoring the tasks & ensure timely closure
* Ensure business continuity by dealing with escalations
* Monitoring pending Vendor Call, coordinating and escalating pending issues to the Vendor for faster resolution
* Co-ordination with US client managers for any issue closure and escalations
* Monthly dashboard and MIS report review & analysis


# Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPI"s across the site.
# Direct involvement in recruitment, selection, induction and ongoing skills development for all direct reports, ensuring we attract and retain the best talent.
# Line management responsibility for Coaches/Team Managers who are responsible for managing the day-to-day operations of a team of Agents/Advisors handling customer questions and issues.
# Supervisory responsibility for multiple teams with more than one client.
# Conduct meetings with Coaches/Team Managers as needed. Ensures that all financial metrics are consistently achieved and appropriate actions taken to address any shortfall.
# Undertake formal quarterly performance reviews and one-one-one meetings with direct reports against KPI"s.
# Apply a process of continuous review and proactive management of absenteeism and attrition across all Teams taking appropriate action where necessary.
# Management of any campaign migration or new business implementation.
# Ensure actions from Employee Satisfaction survey are implemented and continuously reviewed.
# Overall accountability for training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
# Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded. Manage client relationship at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
# Coordination of responses to any client change control requests. Ensure call monitoring is undertaken in line with financial metrics and reported monthly across representative sample of all transaction types and appropriate action taken to correct any shortfall.
# Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed. Management of any client escalations relating to the Operational team"s performance.
# Apply process for tracking of client satisfaction and complaints in terms of response and resolution.
# Ensure process audits are completed quarterly for each customer related transaction and improvement plans agreed.
# Prepare, analyze and present data to the client as part of monthly performance reviews.
# Action commercial decisions affecting P&L.
# Ensure forecasts and work schedules are accurately completed using relevant client information and scheduling tool.
# Ensure integrity and accuracy of financial reporting and analysis on both site and client level. Ensure budgeted revenue and EBITDA is achieved, by ensuring clients are invoiced for all "billed hours"

* Must have 2yrs of Experience as Manager in TECHNICAL PROCESS.
* Graduation in Any Stream.

Skill sets:
* Language skills: Fluency in English language with accent is must.

Communication skills:
* Clear accent, pleasant voice, telephone etiquette and good listening skills

Customer orientation, service orientation, empathy and willingness to learn and conscientiousness, team player

Mental agility:
* Ability to grasp, relate and quick response.

Stress management:
* Willingness to change and perform under pressure. Flexibility to work in a 24x7 work environment.

Interpersonal skills:
* Ability to work in a team, willing to take lead, ready to assist and share knowledge with others

Note: Its a group mail so if that is not matching to your profile please ignore it. Please forward it to your friends who are looking for change.

Thanks & Regards,

Farah @ 08790265506
Team HR

#306, Sai Datta Arcade, Opp. KFC,
Himayat Nagar, Hyderabad.
Ph: 040-6602 2277

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