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  • 10 - 12 Years
  • Posted : above 1 month

Job Description:

• Ensuring consistent service delivery, P&L, business strategy and planning, key account management and

performance against agreed Service Levels

• Constantly evaluate and adopt measures to improve service levels to meet challenging business goals

and explore new territories for business

• Diagnoses service delivery problems to identify actions required to maintain or improve levels of service

and delegate required actions to address Ensuring team awareness of the combined end goals and

establish operation objective to meet the client deliverables

• Review performance of different processes regularly with the Team Leads and with Technical Account

Managers

• Act as single point contact for the Team Leads and Managers for all their client related needs Thereby

Identifying process gaps and initiate discussions with client and effectively articulate the benefits

• Monitor the quality and provide feedback to team leaders and processors regularly on the norms

required to maintain quality Standards as per the SLA Develop a strong and high performing team by

establishing a robust quality assurance

• Focus on cost effectiveness and effective utilization of manpower resources

 providing detailed assessments of revenue cycle processes with focus on positive outcomes through

process improvement, training and cost savings

 Drive and implement changes  ensuring process improvements

 Manage staff turnover / attrition to minimal levels by building retention strategies

 Ensure all updates from clients are recorded and all SOP, Process documents are regularly updated

 actively provide inputs and assistance to the senior management in the planning, implementation, and

evaluation/ modifications to existing operations, systems, and procedures

 Liaise with onshore team to Analyze business trends, forecasting and planning based on the business

trends

 Daytoday functional supervision of each team, including productivity of the team

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : CRM/CallCentres/BPO/ITES/Med.Trans
Functional Area : Operations/Customer Service/Telecalling/Backend
Role : ITES Operations, Non-Voice Process - International BPO
Salary : Rs 17.00 - 20.00 Lacs p.a.
Deadline : 15th Jul 2020

Key Skills:

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