Sr. Operations Manager CX / Head-Operations CX
- Mouri Tech
- 10 - 15 Years
- Hyderabad
- 3 years ago
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Job Description
Job Title: Sr. Operations Manager CX / Head-Operations CXExperience: 12-15 Years
Location: Hyderabad
Education & Shift Time: Graduate-15 years of regular education, flexible to rotational shifts Open for US Night shifts , Flexible W/OFFS / 5 Working days per week
Job Duties/Responsibilities:
12-15 years of experience in BPO Operations at a leadership level (Voice, Chat, Email is preferred)
Graduation in any discipline
Lean, Six sigma Green Belt / black belt certified (preferred)
Should be willing to work in a 24x7 environment (5 days of working in US shifts)
Proven ability to build, manage and foster a team-oriented environment.
Have an ability to understand Staffing adherence and Schedule Adherence
Proven ability to work creatively and analytically in a problem-solving environment.
Deep desire and passion to work in customer service/experience environment.
Excellent communication (written and verbal) and interpersonal skills.
Min. 2 Yrs. of experience in a Senior Manager Operations role, managing international clients
Strong understanding of P&L, cost management and financial performance
Career profile with demonstrated skills on Business Excellence/ Improvements Projects
Strategic Values:
Account Management for US client
Program/ Business Budget and Planning
Identifying Transformational Value Creation via RPA and Analytics
Value additions and Process Improvement Initiatives
P&L Management (Revenue management, Cost Optimization, Improvements)
Service Quality Management
Client and stakeholder communications Management
Statutory Audit & Compliance Adherence (HIPAA/ISO/ISMS)
Deliver Results:
Track project performance and its impact on the metrics
Effective Resource Utilization
Define and review KRA of Associate Managers, Managers in Operations
Identify and participate in training / developmental programs.
SLA & Metrics Management
Responsible for monthly/quarterly/annual performance appraisals of employees in the vertical.
Identify opportunities to streamline business processes and systems.
Represent the company and actively participate in operational reviews, QBRs etc.,
Timely reporting of deliverables like Performance metrics, Internal Dashboards
Identifying, recommending, and implementing ways to increase the productivity and the quality of the team.
Attend to Process Escalation and provide effective solutions
Responsible for Balance Score Card and its parameters
Attend to Client calls, Status Meeting and Client Feedback.
Review and Regulate SOP
Identify problems and take decisions independently
Provides solutions to individual and organizational challenges.
Creating Growth Path/Succession Planning for the process
As a client relationship partner:
Delivering Highest Level of Service Delivery Standards
Demonstrate Passion for excellence
Design and Drive Business/Program Excellence Initiatives with counterparts
Represent the voice of the organization
Meet & Exceed all BPO client metrics like AHT, Staffing Adherence, Abandoned Occupancy for Voice Business etc
People Management:
Show Inspirational Leadership
Lead from the front as the SME of the Business/ Program
Design & Drive People Metrics
Promoting Diversity & Inclusion as per Organizational Culture
Mentoring & Coaching Operational & Leadership values
Improve employee retention and enhance employee engagement.
Succession Planning
Employement Category:
Employement Type: Full timeIndustry: ITES
Functional Area: Customer Service
Role Category: Operations Manager
Role/Responsibilies: Sr. Operations Manager CX / Head-Operations CX
Contact Details:
Company: Mouri TechLocation(s): Hyderabad
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