Assitant Manager in Bpo

assistant Manager Operation BpO

Expertise in driving team to achieve process SLAs, productivity and quality targets

within the established timelines

Showcased excellence in steering CRM operations & enhancing customer

experience; characterized as a visionary strategist for driving customer level

profitability and addressing client priorities and resolving escalations within

prescribed TAT, thereby attaining high CSAT &retention

Highly skilled at meeting & setting KPI/KRA targets and planning areas of

improvement across agents persuasiveness, product/service knowledge and problem

resolution ability

Added value to the efforts of the organization by checking & assuring quality of

complex deliverables processed by team members, training new & existing team

members and resolving queries

Operational Excellence: developed continuous improvement strategy (to include

work plan, metrics, desired outcomes), Talent management of the OE Team to include

performance management & succession planning

Designed dashboards for operations; monitored day to day resolution closures and

case aging to ensure timely resolution

Monitored & drafted daily / monthly performance dashboard of the team; providing

training to ensure efficiency in process operations and meeting of individual & group

targets

A strategist with recognized proficiency in spearheading business

• Managing the service levels as defined in the SLA.
• Managing C-SAT & Quality score.
• Conducting Service Review Meetings.
• Managing Customer Expectations.
• KPI & KRA
• Ensure timely and accurate delivery of reports & MIS.
• Review of tickets tagged as part of SRs.
• Service improvement plans.
• Audit management.
• Ownership to get Tech issues of the process resolved without breaching SLA.