CIEL|SEL|2382+| Project Management|L3| Service Desk|BPO|

Opening with leading multinational company.

Title: Project Management (L3)- Service Desk/BPO Management

Location: Ghansoli,Mumbai- Work from Office

Experience: 10 to 15 years

Qualification - B.E/ B.Tech/ MBA

Expected Joining – Immediate

Mandatory Certification – ITIL certified

Job Description for Program Manager for Service Desk/BPO management -
• Single point of accountability for deliverables
• Set overall strategy and objectives
• Align outcome with organization’s overall business goals
• Ensure project teams have the resources
• Set objectives, assign tasks, allocate and establish budgets
• Communicate and provide updates for any changes in strategy and priorities.

Responsibility For Program Manager For Service Desk/BPO Management
• Excellent communication, management, interpersonal and leadership skills required.
• Single point of accountability for deliverables
• Monitor process performance to ensure accuracy and timeliness of delivery.
• Ensure adherence to project SOW.
• Hand hold the teams on quality improvement initiatives with data analysis and planning necessary action.
• Measure team performance e.g. performance appraisal, confirmation, feedback and training.
• Build effective horizontal and vertical communication channel.
• Ensure to follow the company’s best practices for BPO/Service Desk management and operation.
• Develop presentations and talks to motivate and educate BPO/Service Desk agents.
• Communicate company goals to associates so every employee understands his or her role.
• Have clear understanding of BPO/Service Desk Parameter. e.g. Calculation of AHT (Average Handling Time), ASA (Average Speed to Answer), SL (Service Level) of Voice calls.
• Have clear understating of resources utilization for calculation of team productivity.
• Have clear understanding of ITIL process to run operation.

Personal Attributes – Accepts Responsibility, Team Management, Handle Conflicts, Integrity, Commitment, Judgement, Organized & Proactive in Approach

India
Karnataka
Bengaluru Show on map Get directions