Manager Operations @ Tech Mahindra Business

Job Description

We are currently hiring for Manger Operations role for Pune Location

JOB TITLE: Manager

DEPARTMENT: Operations

LOCATION: Pune

REPORTS TO: Sr. Manager / HOD - Operations

SPAN OF CONTROL: 150 - 200 FTE (Approx. including indirect reportees)

Experience

Overall 7-10 years work experience for Manager with at least 2 years in an AM role

Excellent track record during past work experience

Proven experience in achieving targets against budget

Proven experience in a People Management and Development

Understanding of the interdependencies between departments to ensure smooth inter department engagement and coordination

Experience in a Customer facing environment

Experience in a multi - channel Contact Centre

Experience in a technology or communications background

PRINCIPLE ACCOUNTABILITIES:

To manage end to end skillset operations in line with the contact centre objectives OR company plan thereby contributing to business performance improvement

Skill set performance

Managing Operational Efficiencies in order to ensure Profitability

SLA - Efficiency (AHT, Outliers), Attendance

Manage Budgets/Commercials effectively

Skill set Headcount

Enhancing employee experience thereby ensuring higher E-sat:

Talent management

Employee Development & Employee satisfaction index

Succession Planning

Managing & improving Customer Experience:

Customer Experience

Process Improvements

Job Classification

Industry: BPO / Call Centre / ITES,
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Voice
Role: Voice
Employement Type: Full time

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required

Contact Details:

Company: Tech Mahindra

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Keyskills:   Assistant Manager Operations Customer Service Upselling Operations Manager Sales inbound Process Improvement selling Voice Process SLA Management assistant manager ops International BPO