Operations Manager (Visa) - Alabang Site
Operation Manager - Visa
Alabang
24*7
Profile Summary:
IGT Solutions is looking for a Manager business operations in a Contact Centre services environment. The position is responsible for the overall leadership of the BPO operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.
Primary Job Responsibilities:
The purpose of this role is to manage a large team for Indonesian based clients and ensure service level standards are met. The role would entail accountability for all Operational, administrative, Training, Quality, Performance and Development issues along with ensuring the Program Governance and compliance of Service Level Agreement. The team shall be receiving inbound calls and making outbound calls to customers.
List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results
MAJOR ACTIVITIES
- Adherence to Service levels
- Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
- Absenteeism/staffing adherence
- Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently
- Engagement levels to be maintained with agents.
- Train, coach and motivate team members, Conduct monthly meetings with the staff
- Hiring, Attrition Management & Appraisal management of agents.
- Responsible for Staff Retention, recruitment and performance appraisal
- Quality updates- Call escalations.
- Maintain control of qualitative and quantitative productivity of team individuals.
- Resolve escalated queries.
- Ensure team is aware of all updates and changes in policies/ procedures and processes.
- Client – interactions – All deadlines set by client to be met
- Interact with client coordinators for process related issues. Conduct Conference calls with the overseas client. Be in regular email contact and ensure all problems are ironed out on a timely basis.
SKILLS AND KNOWLEDGE
State the minimum acceptable proficiency for this job. Do not state incumbent -specific information
EDUCATIONAL QUALIFICATIONS –
Graduate of any Bachelor’s degree, any field
RELEVANT EXPERIENCE –
- Experience in successfully handling a large team in an inbound voice based process.
- With 8 years of relevant BPO experience.
- Preferably with experience in Travel BPO/Travel Agency & hands on experience in travel bookings and changes
- Experience in Voice based program is mandatory for at least 2-3 years.
- Rich Track record of achievements
FUNCTIONAL COMPETENCIES –
- Leadership and People Management
- Decision Making
- Problem Solving Ability
- Customer Management
- Analytical and Methodical Abilities
- Coordination / Team Work
- Communications Skills Verbal and Written
BEHAVIORAL COMPETENCIES AND SKILLS –
- Achieve Results
- Service & Delight your customers
- Collaborate and Partner with others
- Engage, Inspire and Develop People
- Nurture Innovation & Lead Change
- Think Like an Entrepreneur
KNOWLEDGE, SKILLS, OTHER ABILITIES
- Excellent people and team management skills
- Excellent analytical and problem-solving skills
- Excellent oral and written communication skills
- Initiative, independent, and customer focused
- Focused towards compliance with client’s policies and procedures
- Excellent in managing workflows and forecasting and mitigating risks
- Excellent in operational excellence
- Lead and coach the Team Leads and Assistant Managers on process knowledge and team management
- Excellent in handling customer escalations
- Experience in International BPO
- Flexible to work in any shift
- Knowledge of GDS/CRS (Reservations/ Ticketing/ Fares)
- Exposure on ISO 9001, 27000 implementation & audits preferred
- Lean certification & ISO lead auditor certification is preferred
PERSONAL CHARACTERISTICS & BEHAVIOURS -
- Strong leadership/people skills and performance management know-how
- Excellent written and verbal communication skills in English
- Willing to work in a fast-paced, dynamic and schedule-shifting environment
- Organized and Methodical
- Possesses integrity and strong work ethic including maintaining confidentiality
- No criminal records
- No active violations and/or disciplinary memos
Flexible and adaptive to work schedules
- Has positive behaviour and background
- High level of integrity and accountability
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
Regards
Varsha Batra
m.+91-8527123018 (whatsapp)
Operation Manager - Visa
Alabang
24*7
Profile Summary:
IGT Solutions is looking for a Manager business operations in a Contact Centre services environment. The position is responsible for the overall leadership of the BPO operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.
Primary Job Responsibilities:
The purpose of this role is to manage a large team for Indonesian based clients and ensure service level standards are met. The role would entail accountability for all Operational, administrative, Training, Quality, Performance and Development issues along with ensuring the Program Governance and compliance of Service Level Agreement. The team shall be receiving inbound calls and making outbound calls to customers.
List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results
MAJOR ACTIVITIES
- Adherence to Service levels
- Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
- Absenteeism/staffing adherence
- Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently
- Engagement levels to be maintained with agents.
- Train, coach and motivate team members, Conduct monthly meetings with the staff
- Hiring, Attrition Management & Appraisal management of agents.
- Responsible for Staff Retention, recruitment and performance appraisal
- Quality updates- Call escalations.
- Maintain control of qualitative and quantitative productivity of team individuals.
- Resolve escalated queries.
- Ensure team is aware of all updates and changes in policies/ procedures and processes.
- Client – interactions – All deadlines set by client to be met
- Interact with client coordinators for process related issues. Conduct Conference calls with the overseas client. Be in regular email contact and ensure all problems are ironed out on a timely basis.
SKILLS AND KNOWLEDGE
State the minimum acceptable proficiency for this job. Do not state incumbent -specific information
EDUCATIONAL QUALIFICATIONS –
Graduate of any Bachelor’s degree, any field
RELEVANT EXPERIENCE –
- Experience in successfully handling a large team in an inbound voice based process.
- With 8 years of relevant BPO experience.
- Preferably with experience in Travel BPO/Travel Agency & hands on experience in travel bookings and changes
- Experience in Voice based program is mandatory for at least 2-3 years.
- Rich Track record of achievements
FUNCTIONAL COMPETENCIES –
- Leadership and People Management
- Decision Making
- Problem Solving Ability
- Customer Management
- Analytical and Methodical Abilities
- Coordination / Team Work
- Communications Skills Verbal and Written
BEHAVIORAL COMPETENCIES AND SKILLS –
- Achieve Results
- Service & Delight your customers
- Collaborate and Partner with others
- Engage, Inspire and Develop People
- Nurture Innovation & Lead Change
- Think Like an Entrepreneur
KNOWLEDGE, SKILLS, OTHER ABILITIES
- Excellent people and team management skills
- Excellent analytical and problem-solving skills
- Excellent oral and written communication skills
- Initiative, independent, and customer focused
- Focused towards compliance with client’s policies and procedures
- Excellent in managing workflows and forecasting and mitigating risks
- Excellent in operational excellence
- Lead and coach the Team Leads and Assistant Managers on process knowledge and team management
- Excellent in handling customer escalations
- Experience in International BPO
- Flexible to work in any shift
- Knowledge of GDS/CRS (Reservations/ Ticketing/ Fares)
- Exposure on ISO 9001, 27000 implementation & audits preferred
- Lean certification & ISO lead auditor certification is preferred
PERSONAL CHARACTERISTICS & BEHAVIOURS -
- Strong leadership/people skills and performance management know-how
- Excellent written and verbal communication skills in English
- Willing to work in a fast-paced, dynamic and schedule-shifting environment
- Organized and Methodical
- Possesses integrity and strong work ethic including maintaining confidentiality
- No criminal records
- No active violations and/or disciplinary memos
Flexible and adaptive to work schedules
- Has positive behaviour and background
- High level of integrity and accountability
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
Regards
Varsha Batra
m.+91-8527123018 (whatsapp)