Job Description
Team Leadership and Management:
- Lead, motivate, and inspire a team of 200 BPO professionals, creating a positive work environment and fostering individual growth and development.
- Establish performance expectations, provide regular feedback, conduct performance evaluations, and implement recognition and corrective measures as needed.
- Ensure effective resource planning, staffing, and allocation to meet client needs and operational demands.
- Promote a culture of continuous learning, knowledge sharing, and team collaboration.
Operational Excellence:
- Develop and execute strategies, policies, and procedures to enhance operational efficiency and uphold quality standards, ensuring compliance with service level agreements (SLAs) and key performance indicators (KPIs).
- Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to boost productivity and customer satisfaction.
- Conduct regular performance reviews, assess team performance, identify areas for improvement, and implement corrective action plans.
- Address operational challenges proactively, manage customer escalations, and ensure timely and effective issue resolution.
Client Relationship Management:
- Work closely with clients to understand their requirements, objectives, and expectations, ensuring service delivery aligns with client needs.
- Maintain regular communication with clients, providing updates, addressing concerns, and building strong, long-term relationships.
- Conduct regular client meetings, prepare performance reports, and present insights and recommendations to drive continuous improvement and exceed client expectations.
Process Improvement and Innovation:
- Identify opportunities for process improvement and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.
- Foster a culture of innovation, encouraging team members to propose and implement new ideas, tools, and technologies to optimize operations and improve customer experiences.
- Stay informed about industry trends, emerging technologies, and competitive dynamics to identify opportunities for operational advancements and business growth.
Benefits:
- Permanent position
- 2 rotational off days
- EOBI
- Medical life insurance (IPD + OPD)
- Annual, casual, and sick leave
- Provident Fund
- Annual increment and performance-based bonus
