BPO - Technical Support Project Manager

Movate; Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Movate, a global customer experience and technology services provider, is seeking a Project Manager for night shift to lead operations and client engagements. The role spans planning, performance management, SLA delivery, and program governance across the delivery team in Chennai.

You will oversee capacity planning, risk and quality management, client relationships, and continuous improvement initiatives. Strong leadership and stakeholder management are essential for driving outcomes in a

Responsibilities

• Planning & Executing the supply chain management process including but not limited to hiring & Training, operations, career progression and retention of the employees
• Manage performance of the team
• Deliver on SLA commitments based on the contract
• Meet and exceed customer satisfaction goals
• Daily/Weekly/Monthly/Quarterly reporting of SLA performance
• Proactive management of business/operations trends
• Forecasting business volume & capacity planning
• Formulate continuous improvement plan
• Coordinate with IT team to fix all IT related issues for the team
• Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client
• Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders
• Capacity / Resource planning and management
• Liaison with cross functions across the organization addressing the needs of the team members
• To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)
• Business continuity planning & risk management
• Create, generate and publish reports with the help of MS office tools
• Addressing skill gaps in Product / Process / Technology / Communication Mentor Leads & Managers
• Plan relevant training programs working with respective groups
• To manage revenue & cost management
• Operate on planned budget Resource planning (People / IT)
• Ensure client management with “100 referenceable customers”
• Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders
• Set and manage client expectations
• Identify potential new business opportunities
• To take complete ownership of the cases and to take feedback on negative surveys
• To handle deviations and carry out risk analysis
• Create and improve process guidelines and framework
• Drive adherence and compliance to organizational / quality standards
• Create preventive and corrective action plans on customer or Client comments /feedback

Job description

Please find the Job Description and company profile below

Please be available for a technical discussion today. Will confirm the timings shortly.

Movate (formerly known as CSS Corp) is a global customer experience and technology consulting services provider, disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models. It has emerged as a compelling alternative to the traditional IT and support service providers with its premium service offerings and differentiated value propositions that solve clients’ critical business problems proactively. The company is a digital transformation partner of choice for its clients, which include the world’s top innovators across industries, from mid-market players to large enterprises. Its diverse team of over 11,700 customer-centric thinkers, collaborators, and co-creators across 20 global locations, is passionate about helping clients succeed through intelligent automation-led outcomes.

Designation : Project Manager

Shift : Night shift

Job Responsibilities:

• Planning & Executing the supply chain management process including but not limited to hiring & Training, operations, career progression and retention of the employees
• Manage performance of the team
• Deliver on SLA commitments based on the contract
• Meet and exceed customer satisfaction goals
• Daily/Weekly/Monthly/Quarterly reporting of SLA performance
• Proactive management of business/operations trends
• Forecasting business volume & capacity planning
• Formulate continuous improvement plan
• Coordinate with IT team to fix all IT related issues for the team

Operations Management

• Set and review KRA’s for the team, align their goals to the overall objectives of the organization / client
• Daily/Weekly/Monthly/Quarterly operations review with internal and external stakeholders
• Capacity / Resource planning and management
• Liaison with cross functions across the organization addressing the needs of the team members
• To own corporate initiatives aimed at operational improvement (SIP/Best practices/Audit documentation etc.)
• Business continuity planning & risk management
• Create, generate and publish reports with the help of MS office tools

Skill Development

• Addressing skill gaps in Product / Process / Technology / Communication Mentor Leads & Managers
• Plan relevant training programs working with respective groups

Project Revenue & Cost Management

• To manage revenue & cost management
• Operate on planned budget Resource planning (People / IT)

Client Management:

• Ensure client management with “100 referenceable customers”
• Daily/Weekly/Monthly/Quarterly operations and business reviews with stakeholders
• Set and manage client expectations
• Identify potential new business opportunities
• To take complete ownership of the cases and to take feedback on negative surveys
• To handle deviations and carry out risk analysis

Quality Management

• Create and improve process guidelines and framework
• Drive adherence and compliance to organizational / quality standards
• Create preventive and corrective action plans on customer or Client comments /feedback