We are looking for Operations profile here from BPO / ITES - who has worked with International client base.
Role Summary: In this role the person would be responsible for managing operations specific to seller facing functions that are based on very high process governance requirements and guidelines. In this role, the person will work closely with the Partner teams and internal Partner PoCs to drive basic operational hygiene and performance improvements.
Responsibility for the operational performance of outsourced partner
Ownership of Day-to-day operations to ensure all deliverables are met by the partner as per the agreed SLA
Facilitate weekly, monthly and quarterly review meetings with the partner teams
Roll-out organizational goals/objectives across the partner operations
Work closely with various internal groups to understand business requirements, implement new processes and contribute to ongoing process improvements.
Ability to understand data trends and make inferences and recommend actions for improvement
Ability to do/review RCAs on any people, process failure points and come up with actionables and drive them to closure by working with respective partners.
Keep a close watch on the adherence to all the contractual obligations by the partner
Will be accountable for various performance metrics of the partner like SSat %, Quality %, Service levels, etc
Should be able to drive process/efficiency improvement projects
Will be based out of Bangalore with occasional travel to other Partner locations
Desired skills and experience:
Graduate with good Operations understanding with at least 5 years of service operations experience and with at least 2 years in a Managerial role
Strong analytical, co-ordination, interpersonal and communication (written & verbal) skills with an eye for detail
Strong number orientation
Ability to understand and implement strong process and governance frameworks keeping in mind both short term and long term objectives of the organization
Proficient in MS applications e.g. Mircosoft Word / Excel / Power point.
Self-driven, pro-active, with high levels of urgency and ownership
Ability to multi-task and work independently and as a team
Is service oriented and customer/seller focused
Experience in managing outsourced partners (desirable)
Excellent relationship management
Further details call Rahul at 09163354562
Salary: INR 15,00,000 - 16,00,000 P.A.
Industry:Internet / Ecommerce
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Employment Type:Permanent Job, Full Time
Desired Candidate Profile
Doctorate:Doctorate Not Required
Yellow Box HR Services Pvt. Ltd.
Contact Company:Yellow Box HR Services Pvt. Ltd.