Assistant Manager – BPO Operations

Job Summary

India BPO Operations Manager is responsible for managing relationships with third-party vendor contact center to deliver of high-quality customer service, operational efficiency, and compliance. This role acts as a liaison between the organization and outsourced vendor partners, driving performance, accountability, and continuous improvement. This position monitors contact center performance results, develops and executes action plans to ensure business goals are achieved. He/she is responsible for identifying root causes and developing corrective and preventive action plans for improving customer experience. He/she works with on-site third-party contact center vendor leaders to ensure understanding of business goals. This position manages others within the department and should be willing to work during US hours of operations (India night shifts). This position reports to Operations Manager.

Job Duties Analyzes Contact Center Data

• Reviews operating plans to evaluate performance indicators (e.g., damages per hour, average handle time, average speed of answering, first contact resolution, etc.).
• Assesses performance indicators to determine areas meeting and falling below business expectations.
• Creates and executes cost, quality, and production action plans and reports to evaluate departmental progress.

Manages Contact Center Operations

• Financial Liaison of the vendor partners in bridging the gap or differences between Invoices.
• Executes corporate, regional, and local business imperatives to optimize results.
• Effectively communicate corporate and business expectations to all team members including vendor site management.
• Facilitate and present client operations reviews weekly, monthly and quarterly.
• Creates departmental metrics and tools to achieve scorecard objectives and monitor performance.
• Creates and oversees the execution of action plans to ensure operational efficiencies.
• Performs crisis planning to develop contingencies and mitigate risk to UPS.
• Identifies and suggests end-to-end process improvements to improve contact center operations.
• Manages operation to ensure first contact resolution and accuracy to ensure the proper customer experience.
• Identifies operational changes (i.e., equipment and staffing) as needed to ensure calls/emails/chats are handled efficiently and service commitments are met.
• Develops annual department business plan, cost analyses, and impact reports to support departmental operations.

Manages and Develops Others

• Manages UPSers (e.g., performance management, career development, training, staffing, etc.) to ensure the day-to-day administration of processes and formal procedures.
• Identifies individual and team skill gaps and developmental opportunities (e.g., training, special assignments, conferences, projects, etc.) to facilitate individual and team development.
• Ensures that direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop them personally and professionally.
• Conducts frequent performance evaluations in a consistent, fair, and objective manner to facilitate open communication and encourage continuous performance improvement.
• Holds others accountable to established performance levels to achieve individual and group goals.
• Resolves individual and group performance issues in accordance with UPSs policies and procedures in a timely manner to motivate and foster teamwork.
• Coach others and provides on-going feedback and support to improve performance.
• Identifies opportunities to involve others in new and challenging work assignments and/or rotations that advance the skills and capabilities of individuals and the organization.
• Performs call listening activities and provides appropriate feedback.
• Makes salary recommendations to reward employee performance.

Maintains Contact Center Vendor Relationships

• Help the vendor site streamline action items and processes to exceed standard key performance indicators.
• Operational Management: Floor management, ensuring that the site is meeting the scheduled adherence and staffing.
• Communication and being a focal point of dissemination of information from the vendor management to UPS Company and vice versa.
• Conducts operational review meetings with on-site third-party call center vendor managers to review performance results for each skill level (e.g., tracking, etc.).
• Works with call center vendor managers to identify root causes for performance issues and to create action plans.
• Monitors action plan progress to determine next steps (i.e., extension, revision, and standard practice).
• Monitors business continuity planning on regular basis.

Education

Bachelors degree or equivalent in any stream

Experience

Working experience in customer service contact center environments will be preferred

Requirements

• Ready to relocate to Bangalore as the position will be based on-site at a vendor location in Bangalore.
• 5 days working from office and flexible with shifts/working days
• Willing to work during US hours of operations (India night shifts)

Relocation Cost

UPS will not cover any relocation costs; candidates will be responsible for covering these expenses themselves.

Employee Type

Permanent