8 yrs to 12 yrs of experience as Operations Executive in BPO / ITES mandatoryCompulsory
Candidate should be handling a US process in his current jobCompulsory
22 - 35 yrsCompulsory
Excellent English skills - Ability to Speak, Write & ReadCompulsory
Joining and Relieving LettersCompulsory
Marksheets and DegreeCompulsory
Candidates should be less than 35 years of ageCompulsory
Graduate preferably B.Com. with minimum 10 years of total experience. Should have managed team for US based process for at least 5 years. Candidates with more than 12 years of experience will not be entertained.
MBA degree will be an added advantage
Schooling and college from reputed institute is desirable
1. Understand process requirements and document SOPs, KPIs and SLAs 2. Should be able to interact independently with client to understand processes and define critical success factors 3. Prepare material for training, operations SOPs, quality, MIS reporting, WFM, Business Continuity 4. Hire initial team of agents 5. Managing operations and achieving high customer satisfaction 6. Since initially team will be small, AM is expected to be hands-on and contribute towards process execution as well 7. Periodically monitoring the performance of the team 8. Controlling attrition 9. Producing MIS reports 10. Analysing MIS reports and create action plan for any deviation in expected performance 11. Coordinate with IT department for any outages and infrastructure issues.
Skills and Competencies
1. Excellent verbal communication, telephone etiquette, fluency in US English accent. 2. Self-motivated with Go-Getter attitude. 3. Good Leadership / Supervisory Skills/ Service orientation 4. Create good relationship with team members and motivate them to put in their best to work in order to achieve maximum results 5. Good knowledge of relevant computer programs (e.g. CRM software, ERP), MS-Office and call centre systems 6. Coach team members on the best ways to carry out their duties by transferring expert knowledge to them to boost their skills. 7. Excellent analytical skills and go-getter attitude.
Note: The company are in process of initiating new processes for their client’s US operations. Process will be in domain of Order to Cash, Customer Service and Shared Services.
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Milk Infotech develops your competitive muscles as you push your business forward in a world where only swiftest, leanest and toughest cast a global shadow.
at Milk Infotech(Posted by milk infotech)
8Lac - 10Lac CTC
Sector 52, Gurgaon
8 yrsto12 yrs experience
Company Typically replies in 8 hr
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