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Delivery Manager Consultant (BPO Background),Senior Consultant

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Job Details

Position Title Delivery Manager Consultant (BPO Background)Reports to CEOWork Location Pune OfficeTHE COMPANYKaloupi is a rapidly growing firm that provides back office services to US and global customers. A dynamic and innovative management team headed by an accomplished entrepreneur with a proven track record is spearheading this unique and well-capitalized business. This company ( aims to become nothing less than the leader in providing efficient customer support back office services in a very cost conscious environment. It makes use of state-of-the-art technology backed by best-in-class process and talent.This is a client facing role. The Delivery Manager s role is to ensure exceptional service to the clients in their primary role of maintaining and developing the relationship. We are looking for someone from a BPO and Customer Support background.Job DescriptionSkilled in spearheading multiple managerial functions/ activities, identify/ prioritize tasks at hand and meet deadlinesShould be competent performing evaluations and audits of Calls produced by the Business Associates / Agents.Interfacing with teams to ensure timely delivery of specific requestsCoordination, review and delivery of RCA (Root Cause Analysis) reports and actionsServe as the Single Point of Contact (SPOC) for all Incidents, Problems, and RequestsAssist with the planning, scheduling and coordination of new service implementationsPlaying dual role as People Manager and Delivery ManagerProvide management information and recommendations for service or process improvementEnsuring client satisfaction by working in sync with other employeesServe as the communication bridge for service management between Client and KALOUPIDaily review of supported client reports to identify recent Incidents/RequestsClient relationship managementBe accountable for revenue targetsDeveloping, supporting and motivating a teamDevelop good working relationships with Client and team membersOpen to work in Rotating Shifts PERSONALITY TRAITSStrong interpersonal and leadership skills. Excellent communication skills, both oral and written. Ability to communicate complex concepts in simple form, to the team members.Ability to manage, organize, prioritize, multi-task and adapt to changing priorities.Track record of on-time, on-budget customer service delivery and successful process improvement leadership.Successful in fast paced, high stress environments.
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 8-12


Voice Process - International BPO Type
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