Operations Manager - Technical Support
- 24/7 Customer
- 8 - 13 years
- Hyderabad
- 3 years ago
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Job Description
Looking for Manager Operations - Technical support
8 - 10yrs of work experience in International voice process - Technical support
Job Responsibilities:
- Manager is the first contact for all the associate team leaders and team leaders. All the ATLs and TLs, AMs report in to the Manager.
- Responsible for delivering operational excellence.
- Oversees day-to-day operations ensuring that customer expectations are met, associate satisfaction is maintained and continuous process improvement is realized for the program.
- Partners with the training department to ensure process improvements are implemented on the new-hire level within the business.
- Ensures Service Level Agreements (SLAs) for the process are met as agreed upon with the requirement.
- Identifies causes for non-achievement of SLAs, develops solutions and executes the same. Performs trend
- analysis on MIS data and identifies deficiencies (tools, metrics and reports) and recommends solutions.
- Reviews and analyzes performance reports against targets on a weekly/monthly basis with Operations managers/Team Managers and with client to investigate causes for performance deviations.
- Develops strategic & tactical plans to identify, analyze and effectively respond to needs, emerging trends and best practices. Conducts dip checks of parameters that impact performance & data integrity.
- Monitors compliance adherence through timely audits, generating awareness on the floor etc.
- Looks for additional revenue generation opportunity and play an active sales role for the business.
- Manages performance of individual Ops/team leaders through performance management, career planning
- strategies and sharing of best practices, therefore managing performance of the entire process.
- Sets KRA for the associate team leaders, team leaders and ensure KRAs are aligned to client SLAs and overall organizational goals.
- Coaches and mentors sub-ordinates.
- Monitors employee count for full time attendance.
- Responsible for attrition management and arranging for backfills on a timely basis.
- Works closely with HR to ensure high employee morale and retention initiatives.
- Conducts skip level meetings at regular intervals to address concerns, if any.
- Responsible for staff performance, compensation and rewards & recognition programs.
Work Location: Bangalore
Shifts: Rotational shifts - night shifts
Share the updated resume to Sa*****v@***.ai
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations,
Role Category: Operations
Role: Operations
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Ph.D/Doctorate in Any Specialization, Doctorate Not Required, MPHIL in Any Specialization, Any Doctorate, Other Doctorate
Contact Details:
Company: 24 7 aiAddress: Prestige Tech Park,ground to 12th floor,Platina II, ,outer ring road,Kadubeesanahalli village varthur, hobli, BANGALORE, Karnataka, India
Location(s): Hyderabad
Keyskills: Technical Support International Voice Process
24/7 Customer
[24]7 is redefining the way that companies interact with consumers. The companys customer engagement platform assists several hundred million visitors across all channels, and engages in 1.5 billion conversations annually, most of which are automated. Using [24]7 solutions, many of the worlds larges...
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