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Manager Operations - Technical Support Process Or Chat Process

Gurgaon, HR
Job Code:
  • Miscellaneous
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Job Details

They are looking out for a lot of MANAGER OPERATIONS (TECHNICAL SUPPORT PROCESS OR CHAT PROCESS) with 7 to 13 years of EXPERIENCE. Manager, OperationsDimension & ScopeThis position is responsible for coaching and supporting Team Supervisors in a Service Center/Operations environment. This position is also responsible for ensuring client service levels and budgets are met on a consistent basis. It demands a high degree of adaptability and flexibility in a fast paced; rapidly changing environment. Principal Duties and ResponsibilitiesAnalyze performance results and implement department improvements. Plan for upcoming organizational needs and implement strategies in a proactive manner.Analyze and maintain all Client Service Level Agreements. Ensure department operates efficiently according to client and company measures.Maintain understanding of client specific training. Resolve escalated customer complaints.Determine appropriate staff-mg levels and implement strategies to ensure the efficient operation of the department. Work with support departments to ensure staffing strategies are effectively executed.Achievement of budgetary measurements. Maximize revenue generated efficiency.Support long and short term financial projections. Responsible for expense management.Support the data collection for billing process, including ISRS, billable/non-billable hours. Development, maintenance and testing of the project's business continuity plan.Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization's policies and applicable legal requirements. Education & Professional CertificationsBachelors degree in related field from a four-year college or university with four to six years related experience; orEquivalent combination of education and experienceCandidate ProfileShould have experience in handling an international inbound voice process with expertise in driving Customer Satisfaction related deliverables.Must possess experience in driving sales in an inbound environment. Must have proficiency with various software applications programs including Lotus Notes, Microsoft Word, and Excel.Ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, motivation and staff development skills including the ability to act as a role model within the organization. Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions.Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources. Strong ability to coach, develop action plans, which maximize performance, and provide effective feedback.Proven ability to analyze and improve work processes and policies. Work well under pressure, professional demeanor, and strong communication skills (verbal & written).Financial analysis and budgetary skills
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: 7-12


Any Process - Both BPO Type | Technical Process | Technical/Process Training
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