We would like to introduce ourselves as one of the fastest growing Resourcing / Outsourcing firms in India. Our primary business focus is to provide quality human resources to different companies across IT / Non IT sector.
Right now we have an immediate opening for a well reputed BPO in Kerala .Details are given below.
Job Description
Operations Manager/Service Delivery Lead
Primary Location
India-Kochi
Schedule
- Full-time
Job Type
- Experienced
Travel
- Yes, 25 % of the Time
Experience:
Graduate, MBA preferred
Work Experience of 10+ years, minimum of 5 years in managerial positions in ITES sector
Experience in supervising, coaching and developing staff
Should have handled large team in excess of 200+ people
Should have handled international client and customer base i.e. US, UK etc.
Exposure to Service Delivery over Voice and Non Voice mediums
Knowledge of HR-Domain will be an added advantage
Exposure to Six-sigma, COPC, ISO, CMMI standards will be desired
Analytical skills and statistical background
Excellent interpersonal and communication skills
Willing to work in Night Shifts
Willing to relocate to Kochi
Roles and Responsibilities:
Perform all operational duties and responsibilities in a timely and effective manner in accordance with established company policies in order to achieve the overall objectives of the company.
Ensure Smooth Service Delivery by meeting all internal and external SLAs
Meet the financial targets in terms of Revenue and Cost
Maintain a favorable working relationship with all company employees to foster and promote a cooperative work climate to maximum employee morale, productivity, and efficiency/effectiveness.
Project a favorable image of the company to promote its aims and objectives
Manage client relationships in a multi country, multi-client environment
Expand business organically of existing clients
Ensure Smooth Service Delivery by meeting all internal and external SLAs
Enact contingency plans as needed; escalate and direct activities during systems problems. Identify potential problems, troubleshoot, escalates issues to management and participate analysis of problems and provide input for future process improvements.
Develop work schedules and work with department leads to fill schedules and handle exceptions.
Ensure proper training of employees
Determine standards of performance as a basis to review progress of employees. Communicate areas of accountability and performance expected of employees.
Review ongoing performance of employees, take corrective measures, with authorization, and escalate as needed
Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance and take prompt corrective action when necessary or suggest alternative courses of action.
Ensure continuous improvement in service delivery efficiency and people
Implement quality standards for performance and ensure adherence to the same
Recommend promotions and terminations.
Foster a cooperative and harmonious working climate
Develop individuals for future advancement, Perform all necessary supervisory functions to effectively and efficiently manage employees
Perform other duties and responsibilities as required or requested
If you are interested Please forward your updated word resume in word format immediately.
Please feel free to call / email for further clarification.
Thanks & Regards
Ramya
Recruiter | HR - HUB
08893611911, 04844050436
ramya.nair@hr-hub.com | www.hr-hub.com
Right now we have an immediate opening for a well reputed BPO in Kerala .Details are given below.
Job Description
Operations Manager/Service Delivery Lead
Primary Location
India-Kochi
Schedule
- Full-time
Job Type
- Experienced
Travel
- Yes, 25 % of the Time
Experience:
Graduate, MBA preferred
Work Experience of 10+ years, minimum of 5 years in managerial positions in ITES sector
Experience in supervising, coaching and developing staff
Should have handled large team in excess of 200+ people
Should have handled international client and customer base i.e. US, UK etc.
Exposure to Service Delivery over Voice and Non Voice mediums
Knowledge of HR-Domain will be an added advantage
Exposure to Six-sigma, COPC, ISO, CMMI standards will be desired
Analytical skills and statistical background
Excellent interpersonal and communication skills
Willing to work in Night Shifts
Willing to relocate to Kochi
Roles and Responsibilities:
Perform all operational duties and responsibilities in a timely and effective manner in accordance with established company policies in order to achieve the overall objectives of the company.
Ensure Smooth Service Delivery by meeting all internal and external SLAs
Meet the financial targets in terms of Revenue and Cost
Maintain a favorable working relationship with all company employees to foster and promote a cooperative work climate to maximum employee morale, productivity, and efficiency/effectiveness.
Project a favorable image of the company to promote its aims and objectives
Manage client relationships in a multi country, multi-client environment
Expand business organically of existing clients
Ensure Smooth Service Delivery by meeting all internal and external SLAs
Enact contingency plans as needed; escalate and direct activities during systems problems. Identify potential problems, troubleshoot, escalates issues to management and participate analysis of problems and provide input for future process improvements.
Develop work schedules and work with department leads to fill schedules and handle exceptions.
Ensure proper training of employees
Determine standards of performance as a basis to review progress of employees. Communicate areas of accountability and performance expected of employees.
Review ongoing performance of employees, take corrective measures, with authorization, and escalate as needed
Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance and take prompt corrective action when necessary or suggest alternative courses of action.
Ensure continuous improvement in service delivery efficiency and people
Implement quality standards for performance and ensure adherence to the same
Recommend promotions and terminations.
Foster a cooperative and harmonious working climate
Develop individuals for future advancement, Perform all necessary supervisory functions to effectively and efficiently manage employees
Perform other duties and responsibilities as required or requested
If you are interested Please forward your updated word resume in word format immediately.
Please feel free to call / email for further clarification.
Thanks & Regards
Ramya
Recruiter | HR - HUB
08893611911, 04844050436
ramya.nair@hr-hub.com | www.hr-hub.com
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