job in call center

Experience:5 - 10 Years
Location:Ahmedabad
Compensation:Negotiable.
Education:UG - Any Graduate - Any Specialization PG - CA
Industry Type:BPO/ITESRole:Operations Mgr
Functional Area:ITES/BPO/KPO, Customer Service, Ops.
Posted Date:19 Dec

Job Description
1. Lead a team of team leads and team members

2. Resource planning to manage the workload

3. Ensure seamless transition of all new clients; manage all aspects of migration including hiring, training, process documentation, infrastructure deployment, etc.

4. Ensure structured training and certification of new joinees

5. Document the process and prepare detailed operating procedures

6. Ensure process performance (TAT, accuracy, etc) as per agreed service levels

7. Set-up norms for productivity for different processes and identify reasons for deviation, if any

8. Maintain month-end calendar and ensure timelines are met as per the calander

9. Escalate process issues to the client in a timely manner and ensure resolution

10. Set-up a reporting system to communicate process performance and publish daily/ weekly/ monthly performance MI

11. Set-up a system to ensure effective communication of all process updates from the client to the teams

12. Manage and resolve escalations from the clients

13. Identify areas of process improvement and initiate measures to ensure process/ effort optimization

14. Hire candidates to back-fill the process attrition

15. Conduct performance appraisal of the employees on a periodic basis



Should be able to handle a group of upto 75 team members and multiple team leaders/ reviewers

Desired Candidate ProfilePreferred age group : 27-32 years

Qualification : Chartered Accountant

Preferred Experience (Yrs & any specific experience required):

• A minimum experience of 4-5 years in the BPO industry in a supervisory role within F&A domain

• Should have managed end-to-end cycle of F&A - record to report

• Excellent team management and client management skills

• Leadership skills to be the final point of escalation for the client

• Ability to identify the root cause of issues and set-up resolution process to eliminate the issues

• Excellent communication skills

• Adaptability to manage and match a fast growing operational environment and organization

• Keen to join a start-up with a huge potential for growth

• Ready to move to different dimensions of F&A vertical in future – pre-sales, solution design, transition and operations management



Company Profile
Pacific Global Solutions Limited (PGSL) is a global services firm in the business and knowledge process outsourcing industry. At PGSL, our mission is to help businesses worldwide achieve best growth by capitalizing into the benefits of 'Outsourcing' and 'Offshoring' and to be among the top service providers in India.

We believe in success achieved through quality leadership and providing our customers with wide-ranging and gainful solutions.

The focal point of our services is qualitative savings for your business. The key benefits of our services are your growth, higher profits and above all higher efficiency in operations.

Our core competencies include accounting, finance, taxation, payroll processing, contact centre services, web development and Information Technology Enables Services (ITES). The nature of our business is to serve all activities that are non-core to the customer. PGSL operates in India, USA, and Singapore.
Contact Details
Company Name:Pacific Global Solutions Ltd
Website:http://www.pacificglobalsolutions.com
Executive Name:Mr. Anand Tated
Address:Not Mentioned
Email Address:hitesh.gangar@pacificglobalsolutions.com
Telephone:Not Mentioned