Shinu T M

Leadership & Team Management

• Lead and manage the team of managers, supervisors, and agents across various departments or services.

• Ensure that the center operates efficiently by fostering a positive work culture, motivating staff, and ensuring high morale.

• Develop training programs to improve employee skills and performance.

• Conduct regular performance reviews for employees and offer coaching and feedback.

Client Management

• Maintain strong relationships with clients by understanding their needs and ensuring the BPO center meets their requirements.

• Act as the primary point of contact for clients, addressing issues and concerns promptly.

• Collaborate with clients to ensure service delivery is aligned with contractual agreements and expectations.

Operational Oversight

• Oversee day-to-day operations of the BPO center, ensuring targets and KPIs (Key Performance Indicators) are met, such as service quality, cost, and efficiency.

• Monitor performance metrics such as call volume, customer satisfaction, response times, and agent productivity.

• Implement best practices and process improvements to enhance the center's performance and profitability.

Financial Management

• Oversee the budget and financial planning for the center, ensuring efficient use of resources.

• Track expenses, costs, and revenue generation to meet financial goals.

• Work on strategies to improve profitability and cost-effectiveness.

Strategic Planning

• Set long-term goals and strategies for the center, aligning with the overall company objectives.

• Analyze industry trends, competitor activities, and client needs to adapt and innovate the services offered.

• Implement initiatives for business growth and expand the client base.

Process Optimization & Quality Control

• Ensure that the BPO center follows established processes and complies with relevant standards, policies, and regulations.

• Implement quality control measures and conduct audits to ensure service delivery meets the desired standards.

• Resolve operational issues and inefficiencies, making recommendations for process improvements.

Compliance & Risk Management

• Ensure compliance with labor laws, industry standards, and any relevant local or international regulations.

• Implement security protocols to protect data and maintain confidentiality in customer-related processes.

• Manage risks, including operational, financial, and reputational risks, and mitigate any potential issues.

Technology and Infrastructure Management

• Oversee the implementation of technology solutions that support efficient service delivery, such as CRM software, communication tools, and workforce management systems.

• Ensure the center’s infrastructure (hardware, software, and communication channels) is up-to-date and functioning smoothly.

Crisis Management

• Respond to any crises or operational challenges promptly, including handling escalated client complaints or service failures.

• Implement business continuity plans to minimize disruption during unforeseen events.

• Involves in hiring of all level profiles and support in hiring
• Takes care of billing and ensure delivery on allocated FTE’s
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.

• Set the monthly, weekly, daily targets for the team and ensure that the team targets are achieved
• Handling and guiding team of ASM & TL to achieve monthly sales target
• Motivating & mentoring team to achieve & exceed targets
• Design & develop business models as per the location and market situation
• Involve team in calling for negotiation and objection handling as and when required.