Manager Operation Technical Process BPO
Should be responsible for setting up of International call centers (technical process only), lead a team of 50+ employees at least with Tech IT blend will be preferred but not mandatory.
Good knowledge of voice and non voice process, SLA management, Having an exposure of day to day operation of call centre and handling problem solving of international B2B customers.
Job Purpose Delivering benefit to costumers and consumers through management of service delivery operations, ensuring service process design deployment through collaboration with customers, development and market facing team, ensuring planning and deploying service infrastructure, quality management and improvement through continuous feedback to subordinates, meeting SLAs and training.
Major Accountabilities
Providing B2B technical support services to the customers @ UK Australia
People Management including day to day operations, hiring training
Time line SLA management
Client Interface relationship management
Interface with various stake holders within the organization
Process, quality change management
IT Infrastructure data center management
Business Audits Compliance
CAPEX OPEX control and Customer Invoicing
Good knowledge of voice and non voice process, SLA management, Having an exposure of day to day operation of call centre and handling problem solving of international B2B customers.
Job Purpose Delivering benefit to costumers and consumers through management of service delivery operations, ensuring service process design deployment through collaboration with customers, development and market facing team, ensuring planning and deploying service infrastructure, quality management and improvement through continuous feedback to subordinates, meeting SLAs and training.
Major Accountabilities
Providing B2B technical support services to the customers @ UK Australia
People Management including day to day operations, hiring training
Time line SLA management
Client Interface relationship management
Interface with various stake holders within the organization
Process, quality change management
IT Infrastructure data center management
Business Audits Compliance
CAPEX OPEX control and Customer Invoicing