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EXL IT service management

Manager

Early Applicant
  • 17 days ago
  • Be among the first 50 applicants
Exp: 2-5 Years

ITES/BPO/Call Center

(estd)

Job Description

.Job Purpose:.

To manage and oversee day-to-day operations, ensuring efficient delivery of services, meeting client expectations, and driving business growth within EXL Services.

.Key Responsibilities:.

.Client Delivery:.

1. Manage client relationships, expectations, and satisfaction.

2. Ensure service level agreements (SLAs) are met or exceeded.

3. Develop and implement client-specific strategies.

.Operational Excellence:.

1. Oversee process implementation, improvement, and compliance.

2. Analyze and optimize operational workflows.

3. Implement cost-saving initiatives.

.Team Management:.

1. Lead, motivate, and develop a team of supervisors and agents.

2. Provide coaching, training, and performance feedback.

3. Foster a culture of excellence and continuous improvement.

.Performance Management:.

1. Monitor and analyze key performance indicators (KPIs).

2. Develop and implement improvement plans.

3. Conduct regular reviews and assessments.

.Quality and Compliance:.

1. Ensure adherence to industry regulations and standards.

2. Implement quality control processes.

3. Conduct audits and compliance checks.

.Communication and Collaboration:.

1. Liaise with internal stakeholders (e.g., sales, marketing).

2. Collaborate with other operations teams.

3. Communicate effectively with clients and stakeholders.

.Requirements:.

1. Experience:

- 5+ years in operations management, preferably in BPO.

- 2+ years as Deputy manager or operations manager

2. Education:

- Bachelor's degree in Business, Operations, or related field.

3. Skills:

- Strong leadership, communication, and analytical skills.

- Proficient in MS Office, operational software, and tools.

.Desirable Skills:.

1. Certification in operations management (e.g., Six Sigma).

2. Experience with industry-specific regulations and standards.

3. Knowledge of lean principles and process improvement methodologies.

.Performance Metrics:.

1. Client satisfaction and retention.

2. Service level achievement.

3. Operational efficiency and productivity.

4. Employee engagement and retention.

5. Business growth and revenue.

Performance Metrics:_

1. Project timelines and milestones.

2. Budget adherence.

3. Client satisfaction.

4. Team performance and engagement.

5. Quality and compliance.

Any Graduate

More Info

Industry:ITES/BPO/Call Center

Function:BPO

Job Type:Permanent Job

Skills Required

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Date Posted: 11/11/2024

Job ID: 99897479

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About Company

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We&#8217&#x3B;re your business evolution partner&#8212&#x3B;tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

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