Posted Mar 21, 2024 395 views
Team Leadership and Management:
- Lead, motivate, and inspire a team of BPO professionals, fostering a positive work environment, and encouraging individual growth and development with the team of Customer Support .
- Manage team of team leads , Customer Support Specialist and manage AHT , Adherence , C-SAT / D-SAT Levels .
- Set performance expectations, provide regular feedback, conduct performance evaluations, and implement appropriate recognition and corrective actions.
- Ensure effective resource planning, staffing, and allocation to meet client needs and operational requirements.
- Promote a culture of continuous learning, knowledge sharing, and collaboration within the team.
Operational Excellence:
- Develop and implement strategies, policies, and procedures to optimize operational efficiency and quality standards, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
- Monitor and analyze operational metrics, identify trends, and implement improvement initiatives to enhance productivity and customer satisfaction.
- Conduct regular performance reviews and analysis of team performance, identifying areas for improvement and implementing appropriate action plans.
- Proactively address operational challenges, resolve customer escalations, and ensure timely and effective issue resolution.
Client Relationship Management:
- Collaborate closely with clients to understand their requirements, objectives, and expectations, ensuring alignment between service delivery and client needs.
- Maintain regular communication with clients to provide updates, address concerns, and build strong, long-term relationships.
- Conduct regular client meetings, prepare performance reports, and present insights and recommendations to drive continuous improvement and exceed client expectations.
Process Improvement and Innovation:
- Identify process improvement opportunities and implement best practices to enhance operational efficiency, quality, and cost-effectiveness.
- Foster a culture of innovation, encouraging team members to suggest and implement new ideas, tools, and technologies to optimize operations and deliver enhanced customer experiences.
- Stay updated with industry trends, emerging technologies, and competitive landscape to identify opportunities for operational advancements and business growth.
Job Specification:
Bachelor’s degree
4+ Years overall experience, 2 Years leading a team
Job Details
Abacus Consulting
For over 23 years, Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help clients transform their businesses and be the market leaders. We offer a wide range of products and services, including strategy consulting, privatization and public-private partnerships, mergers, acquisitions and divestitures, business advisory services, sector search and research, environmental advisory services, SAP implementation and education, enterprise performance management, supply chain & operations management, application development and management, mobile applications, business process outsourcing, organization design and development, HR surveys, change management and HR functional solutions./p
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