Senior Role for Telecom - BPO / Customer Operations

Senior Manager Role for Telecom - BPO / Customer Operations Location: Pune (Work from Office )Specialisation – International BPO, Chat/Inbound voice, Telecom, Retention sales.Experience: 9 - 15 years of experience into International BPO with Voice and Chat processRole & Responsibilities:Prepares performance reports by collecting, analysing, and summarizing data and trendsEnsure Critical Performance Metrics are met consistentlyLead client/vendor reviews/calibrationsRevert to client/vendor queries on routine issuesProvide innovative ideas to optimize internal metrics & ensure critical matrices are met timelyManage multiple teamsPerform audits and quality checks on Team Leads & Floor SupportsProvide feedback to the Team Leads & Floor Supports periodically on their performanceEnsure cross skilling and periodic process re-verification to ensure resource poolPerform Training Need Identification for teamsPerform Bottom Quartile ManagementEnsure directives from senior leadership are percolated and acted uponHold periodic meetings, discuss task delegation and review issuesConduct team huddles and meetings to discuss operational updatesBuild team spirit through group sessions, activities, and projectsFocus on retention of staff through career mapping & guiding team membersManage client MBR/QBR deck, client calls and reviews**Please share your updated resume on **

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