We are looking for Call Centre Head/ MangerLocation - Vasai EastExperience required 4 years to 12 YearsCTC Offered - As per stdCompany is - Flamingo BPOThe Center Manager is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. Essential Functions/Core Responsibilities: - Analyse and maintain all Client Service Level - Agreements; implement improvement plans as needed - Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)Essential Functions/Core Responsibilities : - Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed - Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.) - Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements - Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) - Create and maximize relationships with client partners - Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance - Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching - Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner - Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA and partner to define action plans that resolve issues and drive continuous improvement - Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements - Attend business reviews with the client - Handle a team of team leadersCandidate Profile : - Associate degree in related field with more than seven years of experience (with at least two years of Progressive Management Experience) preferred - Call centre experience preferred - Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback - Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal - Work well under pressure and follow through on items to completion while maintaining professional demeanour - Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates - Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment - Demonstrated ability to mentor, coach and provide direction to a team of employees - Willingness to work a flexible scheduleCareer Framework Role : - Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s).- Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. - Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. - Provides technical guidance to employees, colleagues and/or customers. - Has accountability for results in terms of costs, strategies and employeesEducation:- Bachelor's / PGLanguage:- English , HindiWork Location: In personExpected Start Date: 01/05/2024If Interested revert with updated CV Kranti G (ref:updazz.com)