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Sr. Manager

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  • Miscellaneous
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Job Details

Strong interpersonal people management skills & client management skillAbility to work and communicate with people across organizational units and client organizationStrong decision making skill, ability to think strategically and translate strategy into action plansStrong analytical skills with an ability to resolve problem with a win-win negotiation approachAbility to lead people on large, multi-functional effortsKnowledge of PC technology, applications and on-line toolsExpert knowledge of service procedures & demonstrated Customer services skills and experience in a voice call center environmentAbility to coach & develop people in the hierarchyQuality Focus Knowledge & implementation of Quality tools & techniques (Six Sigma, Lean) for process improvement.Thorough understanding of P & L account, planning, forecasting & scheduling to meet SLAs, Delivery and adherence to the SOW defined parametersWillingness to work 24/7 - needs to be comfortable with working in majorly night shifts aligned to US/Europe environmentValid passport is a mustLead the site for service delivery perspective and meet goals for all processes in the site deliver as per client contract (CPM) as well as operating plan (Top line & bottom line)Focus on maximizing Customer Experience while optimizing costsContribute to the development of short and long term strategic business goalsRetaining talents and enhance employee satisfaction for the aligned businessDevelop leadership pipeline to meet short & long-term business goals.Create appropriate servicing and retention strategies for customersEnsure systems development integration with strategyProvide functional support and direction to the Managers and Team leaders on customer support needsMonitor the performance of the 2nd & 1st line supervisors and coach them, if requiredAssist with training and identify training needs within the groupMentor and assist Managers/Senior ManagersLiaison with other support functions of the company affecting customer support1. Updates himself regularly with Company policies on Information Security Management System.2. Ensure subordinates are aware of Company policies, in particular those on Information Security.3. Ensure adherence to legal & regulatory requirements as applicable to the nature of work.4. Ensure Process adheres to legal & regulatory requirements as applicable to the nature of work.5. Ensure adherence to the Contractual Requirements of the Process/Function.6. Encourage all subordinates to Report Security Incidents.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

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: 9-13


Any Process - Both BPO Type | Non Voice Process - Both BPO Type | Shift Supervision | Technical Process
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