ContinuServe Softech is a leading professional services, consulting and outsourcing firm that helps mid-market and Fortune 2000 organizations improve service levels and reduce costs within their back-office operations through the implementation and delivery of shared services solutions. We also provide Carve-out outsourcing services for financial and IT functions. We advise and provide outsourced services to strategic and financial buyers executing Carve-out M&A transactions.

• Communication Excellence: Demonstrate exceptional communication skills in both verbal and written forms. Effectively liaise with clients, team members, and stakeholders to ensure clear and efficient communication channels.
• Team Management: Lead, mentor, and motivate a team of BPO professionals to achieve performance targets. Foster a collaborative and positive work environment, promoting teamwork and continuous improvement.
• Operational Expertise: Oversee and optimize both inbound and outbound calling processes. Implement and refine operational strategies to enhance efficiency and meet performance metrics.
• Client Relationship: Build and maintain strong relationships with clients by understanding their needs and providing excellent service. Ensure client satisfaction through proactive communication and issue resolution.
• Work Schedule: Willingness to work during US hours to accommodate the business needs and effectively manage international operations.
• Performance Analysis: Utilize data and analytics to assess team and individual performance, identify areas for improvement, and implement corrective measures.
• Quality Assurance: Implement and uphold quality assurance standards to ensure high-quality service delivery in both inbound and outbound processes.
• Proficiency in Order to Cash Process: Demonstrate expertise in the Order to Cash process, contributing to streamlined and efficient operations.
• Adaptability: Demonstrate flexibility and adaptability in a dynamic BPO environment. Stay informed about industry trends and best practices to incorporate into operational strategies.
• Six Sigma Certification (good to have) : Possess certification in Six Sigma, showcasing a commitment to process improvement and quality management.

• Has 12-16 years of experience.
• Bachelor’s degree in business administration or a related field.
• Proven experience in BPO management with a focus on inbound and outbound calling processes.
• Strong leadership and team management skills.
• Excellent communication skills, both verbal and written.
• Ability to work effectively during US hours.
• Familiarity with industry-related technologies and software