BPO Operations Manager

Cognizant is seeking a strong Operations Manager/Service Delivery Manager to lead a team of customer support representatives.

The ideal candidates will be comfortable understanding of customer service, have an appetite for research and gathering data insights, a high level of comfort working with cross functional partners, and a strong analytical mindset. Successful team members have a passion for business success, strong attention to detail, analytical problem-solving abilities, keeping a high level of team motivation and keen eyes for operational inefficiencies.

Responsibilities:

• Manage the overall performance and governance of the Statements of Work
• Manage the day-to-day operations in accordance with requirements and SLAs
• Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
• Establish the infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities and communication resources. Install all Service delivery processes and Service Level reporting mechanisms
• Recruits, selects, hires, and trains new personnel and prepares them to respond to customer questions and complaints
• Provide exceptional people management, mentorship and career development to members of your team, including managers and reps, achieve low attrition levels and high employee engagement
• Drive Operations teams to deliver continuous improvement and productivity/quality gains
• Flag and escalate business risks timely
• Making sure the operations is running as well as it possibly can, with a smooth efficient service that meets the expectations and needs of internal stakeholders and the client
• Client interfacing
• improve operational systems, processes and best practices that guarantee organizational well-being and efficiencies
• Perform quality controls and monitor production KPI’s, prepare reports and analyze data
• Ability to develop and implement strategic processes to increase consistency and promote overall growth of the project
• Flexible with timings to support operations

Min. requirements:

• Experience in leading teams in customer support via voice and chat support or a call center environment
• Advanced customer focus and customer service skills
• Exceptional training and coaching skills to motivate employees
• Great verbal and written communication skills
• Have full understanding of creating and implementing scheduling and task distribution
• Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast paced environment, able to deal with rapid change and ambiguity
• Strategic thinker with strong analytical and problem-solving skills
• 10+ years of experience in operational leadership, managing 100 + FTE
• 5+ years of people management experience, including managing leaders, and a strong desire to develop team members
• Passion to create an exceptional experience and provide outstanding customer support
• Excited to be part of a global operations teams, design effective business operations, tackle complex problems, and develop individual team members
• Adaptable and energized by a fast-paced environment
• Good in situational leadership, on the feet thinking.
• Analytically sound, ability to look through data and make learned decisions
• Bachelor’s degree, or equivalent.
• Adequate knowledge of organizational effectiveness and operations management
• Familiarity with business and financial principles and practices
• Ability to Prepare and Delivery Business Review Presentation to Client & Internal Management
• Ability to effectively communicate with all levels of the organization
• Proven track record of collaborating with cross-functional groups to produce results
• ISO, Six Sigma, PMO Certification is an added advantage
• Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus