Senior Manger/ Deputy General Manager - Operations
- _VOIS
- 12 - 22 years
- Ahmedabad
- 1 month ago
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Job Description
Role & responsibilities
- Lead, manage coach and develop an operational Voice & Chat team of up to 180 employees at multiple locations. Manage Complex processes like Flying Start Webchat, wherein the team would assist Early Life Mobile customers (tenure less than 45 days) with their Queries, Requests & Complaints. Also manage a Specialized Home Broadband Voice & Backoffice team, wherein the focus would be on supporting customers during the critical period between the point of sale and the connection date.
- Ensure consistent delivery and improvement of Primary and Secondary Commercial KPIs, along with driving internal OKRs (Objective and Key Results). Build strategies to optimize and transform current processes with an aim of improving overall CXX journey and betterment of employees.
- Review and analyze performance reports against targets on a weekly/monthly basis with Team Operations Managers and with client to investigate causes for performance deviations.
- Identifies causes for non-achievement of KPIs, develop solutions and execute the same.
- Ensures process compliance with all business rules and regulatory directives, and adherence to all operational processes and procedures
- Conducts weekly reviews with team managers and open house with the entire floor to be updated on all floor issues / concerns
- Performs trend analysis on MIS/ data and identifies deficiencies (tools, metrics and reports) and recommends solutions.
- Monitors compliance adherence through timely audits, generating awareness on the floor etc.
- Participates in client / internal review calls and handles escalations
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery - OtherEmployement Type: Full timeContact Details:
Company: _VOISLocation(s): Ahmedabad+ View Contact
Keyskills: Bpo Operations Change Management Team Handling
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₹ 20-30 Lacs P.A
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_VOIS
Vodafone Intelligent Solutions (VOIS) is a strategic arm of Vodafone Group Plc, for which it creates value by enhancing quality and efficiency of a number of processes in the IT/ ITeS domain. Established in 2006, _VOIS has evolved into a global, multi-functional organization that currently has cen...
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