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Operations Manager with BPM

Keywords / Skills : BPM, BPO, Operations Manager, BPM Manager, BPO Operations Manager, Operations Head

10 - 20 years
Posted: 2018-08-10

Job Description
Key Responsibilities

• Drive implementation of client plans across multiple products and platforms

• Maintain and improve center operations by monitoring system performance managing day-to-day business including (but not limited to) pipeline development, forecasting, sales cycle management, collaboration, teamwork, and best practice sharing completing system audits and analyses; managing system and process improvement and quality assurance programs

• Lead an elite team of agents, leveraging a broad level of experience in a cohesive and collaborative manner

• Develop and monitor workflow process and process maps

• Daily monitoring and management of individual and team results

• Partner with clients and internal Client Solution group to meet or exceed program expectations

• Prepare daily, weekly and monthly reports for management team

• Coach and motivate employees; managing performance as appropriate

• Motivate and encourage team through positive communication and feedback

• Schedule residual training, departmental meetings, sales training, and computer training as needed

• Develop contests, awards and themes that increase agents' loyalty, engagement and focus

• Implement call center operational strategies by conducting needs assessments, performance reviews, capacity planning, establishing productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews

Qualifications and Skills

• Proven performance in Managing BPO operations, with excellent track record

• Extensive experience in Insurance domain

• At least 10 years of team handling experience in BPO processes

• At least 5 years supervisory/management experience with a hands-on management

• Excellent communication and leadership skills

• Bachelor degree in business or communications preferred

• Proven ability to understand and manage details of programs and explain key elements

• Ability to learn and communicate complex product concepts

• Excellent interpersonal skills, time management, and multi-tasking abilities

• Ability to prioritize and manage numerous projects on tight deadlines with limited direction.

• High degree of initiative and keen sense of urgency

• Should have a solid background in customer contact centers and features-benefits-solutions selling

• Should have at least two years of direct experience managing coaches in a contact center environment, preferably in a BPO contact center, or a proven track record of operations excellence

• Able to work successfully with a diverse group of people

• Communication and Client interfacing Skills

• Lean Six Sigma

Thanks & Regards



VDart Inc

Mobile: +91 822 0325 333

About Company

VDart is an IT Solutions organization, headquartered in Alpharetta, Georgia with operational presence in the US and India. VDart Inc is one of the leading Information Technology (IT) service provider in the nation. VDart has augmented their staff with highly qualified and trained consultants who are experienced and certified with the latest technologies in their specific domains. Their professionalism and expertise have added value to our customer’s projects. VDart is also a preferred vendor to dozens of Fortune 500/1000 Corporations, and other IT consulting firms.
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VDart Software Services PVT LTD
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VDart Software Services Private Limited
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