We are seeking a dedicated and dynamic Centre Manager to lead our BPO operations team with a focus on achieving operational excellence, driving sales targets, and ensuring the adoption of our tools and processes. As the Centre Manager, you will play a crucial role in managing the assigned partners and their teams, ensuring their success, and maintaining high-quality standards in service delivery. Your responsibilities will encompass various aspects of operational management, performance monitoring, training facilitation, and driving a positive work culture.
Key Responsibilities:
Operational Excellence:
- 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.
Team Management and Training:
- 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.
People Development and Performance Improvement:
- 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.
Training and Skill Development:
- 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.
Performance Monitoring and Reporting:
- 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.
Building a Positive Work Culture:
- 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.
Assisting Supply Sourcing and Performance Improvement:
- Assist the supply sourcing team in sourcing potential candidates for hiring.
- Drive script/process changes and support product-related tasks for experiments and improvements.
Requirements:
- 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.
Logistics
- Compensation: 5-6 LPA
- Location: Jabalpur, Madhya Pradesh
- Joining: ASAP
Why should you consider us seriously?
- We believe that longer-term, people >> product & profits and prioritize culture over everything else. See Glassdoor reviews.
- 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) 😌
Please Note:
SquadStack is committed to a diverse and inclusive workplace. SquadStack is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.