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Manager - Operations - BPO

5 - 10 yrs
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Not Disclosed by Recruiter Posted 30+ days ago Job Applicants: 885 Job Views: 1053

Job Description

 
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    - Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

    - Develops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

    - Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

    - Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

    - Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

    - Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends.

    - Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

    - Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. (If & When Required)

    - Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Salary: Not Disclosed by Recruiter

Industry: BPO, Call Centre, ITeS

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Operations

Role:Operations Manager

Employment Type: Permanent Job, Full Time

Keyskills

Desired Candidate Profile

     

Education-

UG: Any Graduate - Any Specialization

PG:Any Postgraduate - Any Specialization

Company Profile:

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