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Manager - Operations

Secunderabad, Telangana
Job Code:
  • Miscellaneous
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Job Details

Skills RequiredMust have good dialer knowledgeMust have managed out bound customer support project/operations for at least 2-3 years as an AM/Manager with span of control of minimum 200-300 FTEs.Should have advanced oral and written communication skills.Knowledge of & experience in planning & organizing operating procedure and tools is required.Ability to learn quickly & transfer Knowledge appropriately.Advanced to expert proficiency level in presentation skills, documentation and reporting.Strong managerial, organizational, prioritization and leadership skills.Job DescriptionResponsible for the service delivery to the client.Responsible in managing the team of 200 to 300 agents, 2-3 AM s and 15 to 20 TLs.Setting and meeting performance targets for accuracy, efficiency and quality and ensuring meeting client s SLA.Monitor and track the performance with respect to SLAs client satisfaction.Maintaining up-to-date knowledge of process developments.Assist with Sr. Manager/Branch Manager from the end user s point of view.Workforce planning ,Goal setting ,performance management, coaching, training,and development plans to ensure accomplishment of work objectives.Provide regular solution based reports for management that measure the effectiveness of the pertinent healthcare function.Monitor the performance standards of the team against planned objectives, and recommending and/or taking corrective actions.Document, examine and report quality issues, their reasons and suggest possible improvements.Continuous follow up to ensure that product updates are implemented by the team.Manage and implement regular internal meeting including follow-up to achieve the goals set.
Degree: MBA/ PGDM

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: 5-8


Business Consulting | Management Consulting
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