Experience:
7 - 11 Years

Location:
Delhi, Delhi/NCR

Education:
UG - Any Graduate - Any Specialization PG - Any PG Course - Any Specialization,Post Graduation Not Required

Industry Type:
BPO/ITES

Role:
Operations Mgr

Functional Area:
ITES/BPO/KPO, Customer Service, Ops.

Posted Date:
02 Nov



Job Description

 Manage, Support and Value add a team size of 200 people supporting multiple geographies

 Lead and Support of management of strong margins and P&L

 Manage, Audit and ensure Policy adherence through Managers and Process Owners

 Own Employee Satisfaction and Unavailability & attrition management

 Overall ownership for Performance development and counseling for performance of team members

 Multiple Client Management & Managing Escalation issues

 Responsible to provide service excellence to each of the clients

 Analyze and Co-ordinate operational and service management metrics and reports

 Helping the team Identify deficiencies (tools, metrics and reports) and recommending solutions

 Continuously looking for opportunities to improve metrics and the validation of the data.

 Achieving established goals for productivity, Service levels, Revenue realization

 Responsible for MBR & QBR with clients



 
Keywords:
Retail, BPO operations, outsourcing, Manager
Desired Candidate Profile

 Graduate, MBA (preferred)

 8 – 12 Year
of total experience with minimum of 4-5 years in managerial role in international operations.

Sound knowledge of retail domain 


 Experience in managing outsourcing/ captive operations with back office operations, inbound customer service and outbound sales operations.

 Deep understanding of business processes and domestic business environment

 Ability to handle high pressure situations and multi-task

 Co-ordination and program management skills required to interface with various stakeholders

 Excellent analytical and conceptual skills

 Proven team leadership and people management skills

 People focused with friendly demeanor
Company Profile

vCustomer deploys its 4000+ global workforce from its managed centers and via work-at-home capabilities from multiple locations worldwide. Contact Details
Company Name:
VCustomer Services India Pvt. Ltd.

Website:
http://www.vcustomerindia.com

Executive Name:
Neha

Address:
Not Mentioned

Email Address:
neha.bolakani@vcustomerhr.biz

Telephone:
Not Mentioned

Reference ID:
Mgr Retail Ops