BPO Senior Manager
Here is a better job description for the Sr Manager role:
This role will be responsible for end to end process delivery for the account/accounts they are in charge of.
The following are key roles and responsibilities that will be performed:
- Ensure team is effectively staffed to meet client SLA s
- Undertakes strategic planning for the process
- Ensures optimal capacity utilization
- Client interaction
- Monitors daily progress and makes adjustments to ensure optimal performance and service
- Coordinate customer escalations.
Manage work volume, headcount forecast, cost analysis - Provide direct supervision to an operational administrative employees
- Apply advanced knowledge of administrative skills
- Develop procedural changes to improve results
- Use a variety of tools to apply independent judgment to solve problems
- Implements actions and discretion to key business processes within the team
- Frequently interacts with subordinate supervisors and functional peer groups.
- Manages hiring, staffing and maintaining of a effective workforce
- Resolves problems requiring broad-based analysis
- Research, exercise judgement to determine appropriate actions and alternatives
- Maintains internal and external customer relationships
- Assumes responsibility for service quality
- Promotes collaboration and accountability to meet team goals.
- Listen and provide input to team members
- Keep leadership informed and up-to-day on achievement of team objectives
- Sets and communicates clear expectations for work outcome and manage performance
- Oversee the daily activities of a team
- Assign tasks and verify accuracy
- Establish deadlines for completing assignments
- Provides training and guidance to others
- May spend a portion of the time performing the work of the team
- Experience Preferred:
- Life and Annuity Life Insurance
- 5
years of management skills
Estimated Salary: $20 to $28 per hour based on qualifications.
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