BPO Manager

ROLES AND RESPONSIBILITIES OF A MANAGER

A Manager is responsible for overseeing the planning, execution, and completion of a project. They ensure that the project meets its objectives, stays within budget, and is completed on time.

1. Project Planning

• Scope Management: Define and manage the project scope to ensure all necessary tasks are included and unnecessary tasks are excluded.
• Scheduling: Create a detailed project schedule, including milestones, deadlines, and resource allocation.

2. Team Management

• Team Leadership: Lead and motivate the project team, fostering collaboration and ensuring effective communication.
• Resource Allocation: Assign tasks based on team members' skills and availability and manage workload distribution.
• Performance Monitoring: Monitor team performance, provide feedback, and address any issues or conflicts.

3. Client Communication

• Client Engagement: Identify and engage with stakeholders to gather requirements, address concerns, and keep them informed.
• Reporting: Provide regular updates on project status, progress, and any issues to stakeholders and senior management.
• Expectations Management: Manage stakeholder expectations by communicating project goals, risks, and changes effectively.

4. Risk Management

• Risk Identification: Identify potential risks and issues that could impact the project.
• Mitigation Planning: Develop and implement risk mitigation strategies to minimize impact.
• Monitoring and Adjustment: Continuously monitor risks and adjust plans as necessary to address new or evolving risks.

5. Quality Assurance

• Standards Compliance: Ensure that the project meets quality standards and adheres to best practices.
• Deliverable Review: Oversee the review and approval of project deliverables to ensure they meet requirements.

6. Project Execution

• Implementation: Oversee the execution of project tasks and activities according to the project plan.
• Problem-Solving: Address and resolve any issues or obstacles that arise during the project.
• Change Management: Manage changes to the project scope, schedule, or resources, ensuring they are properly documented and approved.

7. Documentation

• Project Documentation: Maintain comprehensive project documentation, including plans, reports, and correspondence.
• Knowledge Sharing: Ensure that lessons learned and best practices are documented and shared with the team and organization.

8. Project Closure

• Completion: Ensure that all project deliverables are completed and meet the defined criteria.

• Closure Reporting: Prepare and present a project closure report, summarizing outcomes and any lessons learned.
• Handover: Ensure proper handover of deliverables and responsibilities to the client or operational team.

9. Continuous Improvement

• Process Improvement: Identify opportunities for process improvements and recommend enhancements for future projects.
• Feedback Incorporation: Collect and incorporate feedback from stakeholders and team members to improve project management practices.

Requirements:

• Need hotel management graduates with Front Office Opera PMS experience (be it v5 or Cloud) of around 7 years
• Good comm skills – should be fluent in both written and spoken English
• Ability to multi-task – will be expected to handle calls, emails, chats & tickets – all in a days’ work
• Proven ability to work under minimal supervision – and be able to achieve all given targets
• Should be focussed on helping customers with the right solution – and should be able to find solutions independently, post training completion
• Should be familiar with Office 365/ Zoom/ Teams etc. will be expected to set-up and manage multi-stakeholder conference calls to help address incidents & issues
• Should be a good team player – who is able to work across teams and time zones with a focus on issue resolution  
• Need to flexible to work on 24 x 7 environments