Senior Manager

Datamark Bpo Service; Zone 7 Ambattur; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

DATAMARK is seeking a Senior Manager to oversee day-to-day site operations and multiple projects to meet SLA, budget, and profitability targets. You will lead project teams, design workflows, and drive productivity to ensure client satisfaction.

Responsibilities include budgeting, client meetings, and monthly metrics reporting to executives. A strong leadership background with 10+ years in BPO is required, along with excellent MS Office skills and a focus on coaching future leaders.

Qualifications

• Bachelors in Industrial Engineering or Business Administration or related area.
• 10+ years in contact center, back office, or BPO with 4+ years in supervision and 4+ years in management.
• Proficiency in MS Office (Word, Excel, PowerPoint, Outlook).
• Experience supervising 300+ FTE or large BPO operations preferred.
• Strong leadership, communication, analytical and multitasking skills.

Responsibilities

• Manage production projects to meet or exceed gross margin targets.
• Meet or exceed client SLAs and contractual obligations for assigned projects.
• Develop, implement, and manage budgets for projects.
• Coordinate and attend recurring status meetings with clients.
• Maintain production metrics for executive management.
• Assign managers to projects, including new initiatives.
• Lead workflow and production process design and approve methodologies.
• Set productivity standards and create incentive plans.
• Create and deliver presentations for clients and executives.
• Foster strong customer relationships to enhance satisfaction.

Skills

Leadership

Mentoring

Communication

Analytical skills

Multi-tasking

Attention to detail

Interpersonal skills

MS Office Suite

Education

Bachelors in Industrial Engineering or Business Administration

Tools

Microsoft Office Suite

Job description

Job Description

Reports Directly to

Site Leader / Director of Operations

Position Overview

The Senior Manager is responsible for ensuring the day-to-day operations of a site and/or multiple projects to meet and exceed Customer Service Level Agreements as well as company budget and profitability targets.

Primary Responsibilities

• Manages all production projects to meet or exceed gross margin targets for all assigned projects
• Manages all production projects to meet or exceed all client Service Level Agreements, or other client contractual obligations, for the assigned projects
• Develops, implements and maintains budgets for assigned production projects
• Coordinates and attend recurring status meetings with clients
• Maintains and updates the production portion of the monthly operations metrics to the DATAMARK Executive Management
• Assigns Managers to projects, including new projects
• Leads the design of workflow and production processes and is the final approval for those processes
• Determines the productivity standards in such a way that the financial goals of the projects assigned to them are met and creates bonus incentive plans for all production personnel designed to assist in meeting the productivity standards
• Creates and delivers presentations for both clients and Executive Management that accurately reflects the quality, productivity and financial performance of assigned projects
• Fosters and maintains an excellent customer relationship with DATAMARK customers in order to enhance customer satisfaction as well as service opportunities

Utilizes the DATAMARK ISO BPMS (Business Process Management System) or site specific BPMS system to control the contact center operations and ensures documentation is current, training materials are up to date and effective, and production practices are consistent with contractual obligations.

• Responsible for creating and managing a mentoring/succession plan for the production department for their assigned projects which will enable them to continuously identify and develop our future production leaders and managers Assists Commercial Management and Business Development in creating accurate pricing Participates with Commercial Management and Business Development on RFPs

Minimum Qualifications

Education Requirements

Bachelors degree in Industrial Engineering or Business Administration or related area

Field Experience

At least 10 years of contact center, back office, or BPO experience including 4 years in a supervisory role and 4 years in a management role

Position Experience

o At least 4 years of experience in a Contact Center or Back Office management role

Other Qualifications

Proficiency in Microsoft Office including but not limited to Word, Excel, PowerPoint and Outlook required.

Proven experience managing more than 300 full-time employees or a specific call center industry BPO market segment highly preferred

Required Skills

• Excellent leadership and mentoring skills
• Excellent written and oral communication skills
• Demonstrated analytical/problem-solving skills
• Excellent multi-tasking skills
• Detail-oriented
• Excellent interpersonal skills
• Proactive thinking
• High proficiency with the full Microsoft Office Professional suite

Contact Person - Kandan HR

Contact No : 6385132435

Email ID - [e-mail]