Bpo Operation Manager

4 months ago


Dubai, United Arab Emirates JOGOSOFT Full time

Manage teams and ensure quality and productivity targets are met.
- Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
- Drive reward and recognition activity on the floor.
- Drive process improvement activity on the floor using process excellence methodology.
- Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.Develop object.
- Develop objectives for the teams day-to-day activities.
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze process statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards.
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management.

Requirements and Skills:

- Proven experience as BPO Manager or similar position.
- Previous experience managing a Process.
- Experience in customer service is required.
- Knowledge of performance evaluation and customer service metrics.
- Solid understanding of reporting and budgeting procedures.
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Leading a team size of 20-30 tele callers.
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability.
- Performance driven.

Pay: AED4,000.00 - AED6,000.00 per month

Ability to commute/relocate:

- Dubai: Reliably commute or willing to relocate with an employer-provided relocation package (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- BPO: 1 year (required)

**Language**:

- Hindi, English (preferred)

Willingness to travel:

- 100% (preferred)



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