About the role
BPO Senior Manager Location Gurugram, IN-HR, India Category Other Add to cart Apply now Share via email Share via Facebook Share via LinkedIn Share via twitter
Key responsibilities
- check_circleCollaborate with the team on day-to-day project tasks
- check_circleLearn tools and processes used by the organization
- check_circleDocument work and participate in team meetings
- check_circleSupport quality checks and continuous improvement
Requirements
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- check_circleOversee daily operations to ensure achievement of SLAs, productivity, quality, and customer satisfaction targets.
- check_circleManage large-scale teams, including team leaders, ensuring high performance and accountability.
- check_circleLead workforce planning, capacity management, and resource allocation to meet business demands.
- check_circleMonitor and analyze KPIs (AHT, SLA, productivity, quality, CSAT) and implement corrective actions.
- check_circleDevelop and execute operational strategies to drive efficiency and scalability
- check_circleConduct performance reviews, cost-benefit analyses, and capacity planning.
- check_circlePrepare and present performance reports, dashboards, and insights to senior leadership.Identify and implement continuous improvement initiatives to optimize processes and reduce costs.
- check_circleDrive data analysis and trend identification (volumes, productivity, resource utilization).
Skills & keywords
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Benefits & perks
- check_circleMentorship
- check_circleCertificate of completion
- check_circleFlexible work arrangement where applicable