Kaya Systems is looking for an experienced, proactive, and a motivated BPO Services Manager. The incumbent must be able to:

• Must have experience & expertise in Mortgage/Insurance/Real estate domains
• Lead, direct and manage team members
• Plan and provide training to the associates
• Communicate with foreign clients over Skype/VOIP/Web Conferencing
• Map client requirements and implement process improvements in line with preset guidelines
• Meet and exceed strategic BPO goals set by management
• Keep a track of team members performance as per defined work processes
• Train and evaluate of all new employees on all performance standards
• Customer Issues monitoring, quality analysis and process change management if required to reduce the overall cost to the company
• Assess customer feedback, evaluating areas of improvement & providing feedback to the team associates on improvement and achieving customer satisfaction metrics
• Assist the client in transitioning critical projects in a short span of time