Centre Manager - BPO Operations
SquadStack
- Jabalpur, Madhya Pradesh Navi Mumbai, Maharashtra
- Permanent
- Full-time
- Operate the assigned partners' teams to achieve at least 20% NM (Net Margin)
- Monitor the number of seats and productivity percentage to optimize efficiency and resource allocation.
- Ensure the sales targets for all assigned businesses are met.
- Drive conversion rates and strive for 100% adoption of our tools, processes, and products. Develop and maintain a dashboard to track adoption metrics.
- Conduct a 1:1 meeting with each caller for 5-10 minutes at least once a month to provide feedback, address concerns, and identify areas for improvement.
- Perform daily auditing of five callers on the floor, offering guidance and support to improve their performance.
- Document learnings and present them in weekly reviews, addressing urgent matters promptly.
- Implement and advocate an "Async" approach to quality refresher training for the team.
- Meet with callers in P0/P1 bucket to provide coaching through 1:1 session and encourage participation in Monday actioning.
- Address P2 bucket callers, making them aware of penalty clauses and performance expectations.
- Work with BPO leadership to analyze business-wise data, identify areas for improvement, and suggest action plans for all red metrics.
- Collaborate with BPO leadership to identify training needs and facilitate training programs for individuals and groups.
- Work closely with PSMs and Trainers to ensure smooth TNI (Training Need Identification) and ACPT (Agent Certification Performance Test) processes.
- Handle ad-hoc requests from the central team or respective PSMs related to training and development initiatives.
- Regularly audit the floor to ensure team members are engaged in missions or plan training sessions if needed.
- Coordinate with the hiring and training teams to maintain a skilled and capable workforce.
- Monitor and report hourly updates on key performance metrics through WhatsApp or other communication channels.
- Foster a positive and encouraging work environment through recognition and rewards for milestone achievements and successes.
- Ensure TV monitors display relevant data and KPIs, keeping the team informed and motivated.
- Collaborate with BPOs to plan and organize monthly fun/reward and recognition sessions with different themes.
- Assist the supply sourcing team in sourcing potential candidates for hiring.
- Drive script/process changes and support product-related tasks for experiments and improvements.
- Bachelor's degree in business administration, Management, or a related field.
- Proven experience in BPO operations management with a track record of meeting sales targets and process improvement.
- Strong leadership and team management skills with the ability to motivate and inspire teams to achieve their goals.
- Excellent communication and interpersonal skills to facilitate training and communicate effectively with team members and stakeholders.
- Proficiency in data analysis and reporting using tools like Tableau, Metabase, or other relevant software.
- Understanding of BPO industry best practices and trends.
- Flexibility to adapt to changing business needs and work in a fast-paced environment.
- Prior experience in conducting training sessions and implementing performance improvement plans is a plus.
- Compensation: 5-6 LPA
- Location: Jabalpur, Navi Mumbai
- Joining: ASAP
- We believe that longer-term, people >> product & profits and prioritize culture over everything else. See
- We are a well-balanced team of experienced entrepreneurs and are backed by top investors across India and Silicon Valley (Chiratae Ventures, Blume Ventures, Abstract Ventures, Emergent Ventures; Senior execs at Google, Square, Genpact & Flipkart; Co-founders of Infosys, Snapdeal, Slideshare, Zomato, etc.)
- Unlimited Leaves
- Freedom and Responsibility
- Entrepreneurial Team
- Exponential Growth
- Healthcare (Physical & Mental Wellness)