Offered BPO Manager,

In these roles, you willbe responsible for:
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Managing Service Desk/Contact Center: Overseeing account 's processes and operations to ensure productivity and quality
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Improving: Analyzing and improving operational processes, identifying areas for enhancement, and implementing strategies to increase productivity and efficiency
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Controlling: Managing activities that are part of the production of goods and services
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Ensuring compliance: Securing compliance and safety
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Responsible for recruiting, training, mentoring, communicating job expectations, assigning tasks, planning, monitoring, appraising, reviewing contributions of team members and administering scheduling systems
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Provide Management Information System (MIS) and operational statistics to the management, and share team members ' performance reports with them regularly
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Prepare team members ' performance reports by collecting, analysing, summarizing data and trends
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Planning and implementing strategies and operations, improving systems and processes
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Determine operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis of the team
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Responsible for developing, analysing, evaluating, delivering and interpreting projects ' key metrics. This includes presenting the metrics in an understandable and useable format for sharing with leadership
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Planning: Formulating strategies, planning, and strategizing to achieve business objectives
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Managing resources: Procuring material and resources, managing quality standards, and managing funds.
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Managing staff: Overseeing the recruiting and hiring process, training new and existing employees, and addressing employee performance and corrective action plans
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Reporting: Provide Management Information System (MIS) and operational statistics to the management and client. Responsible for developing, analysing, evaluating, delivering and interpreting projects ' key metrics. This includes presenting the metrics in an understandable and useable format for sharing with leadership and client.
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Client Management: Maintaining a good client relationship, address grievances and ensuring personalized customer experience. Building trust and implementing a customer feedback loop. Maintaining a customer communication calendar
Required Skills for this role include:
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Overall 8:10years of experience with customer focus and customer service skills
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Over 8 years of experience in managing delivery for service desk (including voice/chat/email), including 3:4 years of leading a team for SAP support (handling one or multiple modules / processes in SAP S4HANA and should have knowledge of FICO, SD, MM, PP, QM, PM)
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Strong communication and presentation skills.
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Ability to multi:task and work in heterogeneous environment
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Expertise on Microsoft applications like MS Visio, Excel, PowerPoint etc.
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Understand L1/L1.5 Support issues and resolutions based on SOPs/End User documents available or based on the problem reported via Phone/ email / ticket.
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Excellent communication (written, verbal), listening, problem solving and people management skills
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Good understanding of Microsoft Officetools
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Analytical skills with experience in creating reports using data extracted from systems and tools
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Ability to analyse and understand data related to project performance, SLAs, productivity, rostering, quality etc. and prioritize and repivot as necessary
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Ability to manage key metrics for driving productivity and quality
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Experience in handling a team as a subject matter expert (SME) or process expert will be an added advantage
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Flexible to work in 24 x 7 environment

Job Type: Permanent