INTERNATIONAL BPO VOICE
Job Description
Role and Key Responsibilities :
- Manage a team of at least 100-150 executives supporting Voice operations
- Flexible and willing to work in a 24/7 shift environment.
- Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
- Establish & Manage Relationships / Engagement with the Clients
- Oversee team – organize resources, set goals, carry out strategy from Executives and client on a day-to-day basis; reporting responsibilities
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
- 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, Client scorecard, Metrics management reports)
- 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 WFM & Client and make adjustments to meet changing requirements
- Attend business reviews with the clients.
- Manage & control attrition keeping it to the minimum and plan for timely back fills
- Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity and teamwork.
- Provide advice and assistance to senior management in planning, implementation, and evaluation of existing operations. systems and procedures
- Participate in weekly and monthly calls with clients to understand the expectations from the teams and provide updates
- Ensure that all audit related issues are brought to a close
- Identify and drive continuous improvements and initiatives in the process
- Coach & mentor Team leads, enabling them to lead their teams effectively
- Hire leads and managers, train, conduct inductions, manage employee & client satisfaction scores, performance Appraisals and attrition management
- Ensure that all internal customer queries are followed up on a timely basis
- Collaborate with internal teams, inter departments, cross functions across locations
- Ability to lead, guide, and mentor a team effectively, even in a fast-paced BPO environment.
- Ability to manage conflicts, motivate team members, and foster a collaborative work culture.
- Leadership skills to drive performance, handle challenging situations, and ensure alignment with client expectations
Key skills and knowledge :
- Strong understanding of International voice processes, preferably telecom
- Strong knowledge of Client SLAs
- Excellent verbal and written communication skills for interacting with clients, teams, and internal stakeholders
- Experience in handling voice operations (inbound and outbound)
- Client facing roles managing and representing operations
- Experience in client facing roles managing and representing operations
- Experience in handling multiple teams and has shown improvement in the overall team performance
- Ability to coach and guide frontline, SMEs, support functions staff & the TL on a clear objective of delivering excellent customer experience
- A creative mind to think beyond the status quo and propose solutions internally as well as to clients
- Experience in working closely with Training and Quality team to strengthen and develop SOPs and training materials
- Quartile & People management skills
- Strong focus on delivering exceptional customer service and client satisfaction.
- Ability to understand customer needs and work with internal teams to ensure service excellence
Educational Qualification : Graduation