We are looking for Call Centre Head/Manager

Location - Vasai East

Experience required 4 years to 12 Years

CTC Offered - As per std

Company is - Flamingo BPO

The Center Manager is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.

Essential Functions/Core Responsibilities:

- Analyse and maintain all Client Service Level

- Agreements; implement improvement plans as needed

- Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

Essential Functions/Core Responsibilities :

- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed

- Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)

- Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements

- Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)

- Create and maximize relationships with client partners - Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

- Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching

- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner

- Participate in cross functional meetings to review information received from operational support functions

- Training, HR, Quality, WFM, TA and partner to define action plans that resolve issues and drive continuous improvement

- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements

- Attend business reviews with the client - Handle a team of team leaders

Candidate Profile :

- Associate degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred

- Call centre experience preferred - Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

- Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

- Work well under pressure and follow through on items to completion while maintaining professional demeanour

- Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

- Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

- Demonstrated ability to mentor, coach and provide direction to a team of employees

- Willingness to work a flexible schedule

Career Framework Role :

- Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s).

- Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals.

- Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director.

- Provides technical guidance to employees, colleagues and/or customers.

- Has accountability for results in terms of costs, strategies and employees

Education:

- Bachelor's / PG

Language:

- English , Hindi

Work Location: In person

Expected Start Date: 01/05/2024

If Interested revert with updated CV

Kranti G