- Develop and administer single or multiple client’s business with deployment of resources ranging between 100 to 200 FTE’s
- Design and execute internal business processes to meet client SLA / work standards
- Ensure full compliance with all company, departmental, legal, and regulatory requirements
- Demonstrate effective verbal and written communication with clients, management and across functions
- Develop and execute innovative strategies to improve and secure business delivery
- Solid skills of persuasion and negotiation, paired with an innate ability to develop trust, confidence and consensus
- Ensure that the assigned portfolio meets client and internal company performance
- benchmarks
- Actively develop the management capabilities and business acumen of direct reportees, and drives the development of team members, ensuring full and well- rounded team competency
- Innovate and drive dialer, skip tracing, performance improvement plan and strategies
- Create and present business reviews to the client and internal leadership on weekly/monthly basis
- Generate additional process insights, RCA’s and action Plans to improve customer experience
- Responsible for profitability of the current program
- Liaison between Client and the company to build and maintain smooth operations delivery and expanding relations with the client
- Host monthly business reviews
- Employee development, engagement and retention
- Minimum 2 years of experience as a Manager – Operations
- Minimum 7-8 years of experience in the International BPO business
- Experience in 3rd Party Customer Service / Collections
- Demonstrated leadership capabilities, including ability to organize and manage human resources to attain goals
- Willingness to work night shifts
- Ability to deliver results challenging environment
- Proven ability to work creatively and analytically in a problem solving environment
- Expertise with MS Office tools like PowerPoint, Excel, etc.
- Preferred Qualification – Any Graduate
Kindly Note: At Credence, we uphold the highest standards of integrity in our recruitment process. We do not charge any fees at any stage of the hiring process, and we strictly prohibit any third parties, vendors, or individuals from soliciting money in exchange for job opportunities at Credence.
If you are approached by anyone requesting payment or offering you a position at Credence in exchange for money, do not engage with them. Such actions are fraudulent and not authorized by Credence. Please report any such incidents immediately to our official HR team at [email protected]
Your safety and trust are important to us. Thank you for helping us maintain a fair and transparent hiring environment.
