associate manager operations in hyderabad

posted
contact
randstad india
position type
permanent
apply now

job details

posted
location
hyderabad, andhra pradesh
function
ITeS & BPO
position type
permanent
reference number
929355
contact
randstad india
apply now

job description

?Location: Hyderabad

Experience: 9-12 years of relevant experience

Work timings: 12.30 PM to 9.30 PM (Should be flexible to change work timings as per the business and operational need to manage 24/5 team)

Job Description: To manage a 24/5 team that provides virtual support to senior executives of a Fortune 100 client across multiple geographies.

Customer Management:
? Responsible for meeting business goals of the delivery team and the customer ? Scale up the current business by expanding the programme through client referrals
? Responsible for high customer satisfaction score, zero escalations
? Develop excellent rapport by actively collaborating with all stakeholders
? Be the escalation point for all delivery specific issues and handle clients in a tactful manner
? Work proactively to identify and solve issues

People Management:
? Manage team supporting clients across different geographies and time zones
? Accountable for resource planning, training and manage the entire employee lifecycle
? Maximize the team�s performance by optimizing operational efficiencies
? Monitor team metrics to ensure quality scores are consistently high
? Ensure the team is trained, coached and motivated to perform their tasks
? Conduct regular team meetings, daily huddles and performance review

Delivery Excellence:
? Drive the quality process and raise the delivery standards to achieve highest customer satisfaction score
? Maintain utilization, productivity, and quality standards as per SLA
? Ensure backup plan for continuity of service
? Implement and streamline processes and best practices to improve team efficiencies
? Develop necessary documentation including best practices, SOPs, training guidelines etc

Skills and Personality required:
? High-energy, Self-directed, articulate and friendly personality with a can-do attitude
? Solution oriented and a proactive in identifying opportunities and potential problems
? Proficiency in project & people management
? Proficiency in MS Office Suite
? Excellent written communication and customer communication skills


Benefits
?Leading Client having Fortune 100 clients

Client Introduction
?Leading Client having Fortune 100 clients

skills

?"Operations Manager"
"Asst Manager Operations"
"BPO/KPO"

qualification

?Location: Hyderabad

Experience: 9-12 years of relevant experience

Work timings: 12.30 PM to 9.30 PM (Should be flexible to change work timings as per the business and operational need to manage 24/5 team)

Job Description: To manage a 24/5 team that provides virtual support to senior executives of a Fortune 100 client across multiple geographies.

Customer Management:
? Responsible for meeting business goals of the delivery team and the customer ? Scale up the current business by expanding the programme through client referrals
? Responsible for high customer satisfaction score, zero escalations
? Develop excellent rapport by actively collaborating with all stakeholders
? Be the escalation point for all delivery specific issues and handle clients in a tactful manner
? Work proactively to identify and solve issues

People Management:
? Manage team supporting clients across different geographies and time zones
? Accountable for resource planning, training and manage the entire employee lifecycle
? Maximize the team�s performance by optimizing operational efficiencies
? Monitor team metrics to ensure quality scores are consistently high
? Ensure the team is trained, coached and motivated to perform their tasks
? Conduct regular team meetings, daily huddles and performance review

Delivery Excellence:
? Drive the quality process and raise the delivery standards to achieve highest customer satisfaction score
? Maintain utilization, productivity, and quality standards as per SLA
? Ensure backup plan for continuity of service
? Implement and streamline processes and best practices to improve team efficiencies
? Develop necessary documentation including best practices, SOPs, training guidelines etc

Skills and Personality required:
? High-energy, Self-directed, articulate and friendly personality with a can-do attitude
? Solution oriented and a proactive in identifying opportunities and potential problems
? Proficiency in project & people management
? Proficiency in MS Office Suite
? Excellent written communication and customer communication skills