www.omnia.in Spice Omnia Bpo Service Delhi : General Manager Operations

[Admin]

Spice Omnia Bpo Service Ltd
http://www.omnia.in

Keywords: Operations, Manpower Planning,

Company Profile
Omnia BPO Services Limited is a part of SpiceCorp Global group of companies and is a leading On-shore BPO providing high quality Customer Life Cycle Management services. Spice Mobile, Spice Telecom, Hot Spot Retails, Spice Net and Cellebrum are other prominent members of the Group.Omnia BPO provides both Inbound & Outbound customer support and telemarketing services to AIR INDIA on a nationwide basis. It also provides entire gamut of Call Centre services to Idea Cellular Limited, MTNL, Spice Telecom, DISH TV and Max New York Life Insurance Company and is the process of implementing an important G2C project Citizen helpdesk for Government of Madhya Pradesh.Omnia BPO plans to be 5000 seats On-shore BPO by the end of this year, with an annualised turnover of over Rs.250 crores with major focus on Travel, Telecom, e-Governance and BFSI segments. Retail segment has also been earmarked as potential area for future growth


Having bagged the contract of Indian Railways for operating Integrated Train Enquiry Services (ITES) all across the country, a company under the name of Bharat BPO Services Limited has been promoted to implement this project. Zonal Call Centers for this project are located at the 4 metros of Delhi, Mumbai, Chennai & Kolkata the 4 Regional Call Centers are located at NOIDA, Ahmedabad, Mysore and Kolkata to begin with. This operation, not included in the statistics of OMNIA BPO, has been started with about 700 seats and 2000 persons and is poised to scale up to 2000 seats and 5500 persons in a year. It is already handling about half a million voice transactions every day and this volume is expected to cross 2 million transactions a day by the end of year 2008. The services being provided to the Telecom segment include complete Customer Life Cycle Management, right from Welcome Calling to First Bill ( Hand Holding ) call to dealing with customer complaints, handling Complaint Escalation Process, Payment Reminder and Follow up Calls. In Telecom segment we also handle Out-Bound calls in Life Cycle Management Process including Relationship Building, Value Building, Retention and Loyalty Management calls.


In the BFSI segment, the company has started with handling Out-Bound calls for client verification, collecting relevant information from already existing clients, payment reminder calls for existing clients, calls for revival of lapsed policies and has also taken up a process for Direct Marketing of policies to new clients starting from acquisition of data base to collection of payment for the policy.


General Manager Operations
Experience:
9 - 11 Years
Location:
Delhi/NCR
Compensation:
Rupees 10,00,000 - 12,00,000
Education:
UG - Any Graduate - Any Specialization

PG - Any PG Course - Any Specialization
Industry Type:
BPO/ITES /CRM/Transcription
Functional Area:
ITES/BPO/KPO, Customer Service, Ops.
Posted Date:
02 Aug


Job Description
Manage a large team comprising of Two Managers, 4 AMâs, Shift In Charge and Team leaders with 500 plus agents for a Voice. Relationship management with clients and handling escalations for quick resolution. Client coordination. Service delivery (24 X 7 Operations). Achieving operational efficiencies & targets. Ensuring high level of quality deliverable & customer satisfaction. Analyzing MIS reports to capture trends and process improvements. Scheduling and optimization for better agent utilization. Change management through coaching and mentoring. Training need analysis. Reward and recognition for employee motivation. Appraisals, retention and recruitment. Performance management for higher performance and regular reviews with the teams. Coordination with support departments and other functions. Process improvement and implementation. Ensure SLA compliance by regular quality checks and reviews.


Desired Candidate Profile
Graduate/ Post Graduate with 8-10 yrs of exp in ITES industry with minimum of 6 months of experience as Manager or Head Operations in a Voice Process. High on initiative, proactive and self motivated. Excellent written and verbal communication skills. Ability to manage large teams. High energy levels and people skills. Should have desired experience in Travel, Telecom or BFSI Vertical.

Executive Name:
Gajendra Singh Saini

Address:
Not Mentioned

Email Address:
gajendra.saini@omnia.in

Telephone:
91+9899887337

Reference ID:
GM/OPS/DTH/ND

[Guest]

i want know about omnia industry which is the back office of the air india and it is situated in 10th district centre janakpuri, newdelhi.

[Guest]

I am Ankur Dubey from farrukhabad(u.p.). I live at Akhmelpur. Sir.I want to the job in domestic inbound call center. because I like solve the problems of Indian pea pules & I achieve the target in your company. sir My aim is solve the problems in any parson & I achieve the our standards .I want do.