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Recruiter active 1 week ago The recruiter at this company was last active reviewing applications.
Myanmar - Mandalay
Full Time
Verified This job has been verified by the company as a real job vacancy.
16 Jan 2021

Experience level

Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

Job Description

Position Description: Manage the operations of single or multiple processes for the organization. Be a single point of contact with the entire team and the senior management through effective communication on the key deliverables of the process. Interact with clients on a regular basis to ensure smooth operations and increase business with the client. Control cost through effective utilization of personnel, materials and equipment. Proactively tackle problems that arise in the team and resolve them to ensure there is no negative impact on productivity and delivery of assignments. Manage and motivate a team of CSO’s, Team Leaders, Assistant Managers, trainers and quality control specialists to ensure high performance levels. Manage the process profit and loss statement on a monthly basis and report to management. Handle all operational issues and resolve them. Coordinate with various departments to get issues resolved

  • Managing day to day call center operations
  • Operate as an important link between the client and the Senior Management
  • Interface with clients frequently and maintain an excellent relationship with them
  • Handle any service level/contractual escalations
  • Oversee and coordinate the operational issues
  • Plan staffing as per manpower requirement.
  • Timely flagging of issues to the senior management
  • Responsible for Hiring, Training[MM1]  & quality
  • Lead and manage any team based special projects to improve quality, reduce turnaround time, improve productivity and
  • Manage teams across a process or multiple processes
  • Develop strong interpersonal relationships with the team
  • Coach and counsel team members to enhance performance and arrest attrition
  • Develop an environment that provides motivation and development opportunities for the team
  • Introduce initiatives for team development
  • Recognize and reward performance and ensure welfare measures are carried out
  • Maintain accurate reports
  • Monitor & ensure service levels based on predetermined metrics
  • Present team and shift performance to Senior Management/Client on a pre-defined frequency
  • Prioritize resource to reflect the key financial and operational metrics
  • Identification and implementation of measures to control the attrition
  • Preparing weekly and monthly reports (for Cost, attrition, etc.) and presenting to company
  • Coaching and training of associates and support staff.
  • Ensuring daily, weekly, monthly, quarterly and yearly targets are met
  • Minimizing the Cost of per transaction
  • Working on SLA and driving the team to achieve the agreed SLA
  • Hiring/certification of associates
  • Maintaining quality standards

 

Open To

Male/Female

Job Requirements

  • Essential Qualifications: Graduate or Post Graduate Diploma in Management from a reputed institution
  • Technical Qualifications: Knowledge of MS Office Suite, excellent knowledge in Excel & PowerPoint.
  • Experience Level: More than 3 years of experience. Should have experience in Call Center operations.
  • Sound understanding of all call center terminologies like shrinkage, Abandon, SL, KPI, etc.
  • Should be able to understand the needs of the employees and judge what will work.
  • Should be comfortable working in 24*7 Shifts.
  • Motivational along with strong work ethics to drive productivity
  • Excellent Team management skills
  • Excellent verbal and written English

What We Can Offer

Benefits

Rewards for over performance

Highlights

- An awesome company
- Join a winning team
- You can make a difference

Career Opportunities

- Opportunities for promotion
- Possibility for job training
- Learn new skills and techniques

About Our Company

We are catalysts of business transformation and operational excellence.

Born from the legacy of our 35-year old parent company MASCON, which is one of the leading business support services company based out of India, MIBS (based out of Myanmar) has become the trusted partner for some of the largest public and private enterprises across the Southeast Asia. MIBS is focused on business transformation through optimized and orchestrated business support services and technology innovations that help improve customer confidence and business efficiency.


In this world where the rules are dictated by customer expectations and is subject to technology disruptions, adaptability, clinical precision, empathy, and response time are four parameters that drive success. It is our endeavor to help businesses build leverage based on these four factors while they maintain focus on their core competency.

Business Support Services
- BPO (Business Process Outsourcing)
- Contact Center
- Digitization
- Marketing & Sales
- E-Governance

Technology Services
- Outsourced product development
- Mobility Solutions
- Technology Staff Augmentation
- Customized Application Development

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