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

• 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