Roles and Responsibilities of Employees in Bpo

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SUSEE I.SYS PVT LTD

ROLES AND RESPONSIBLITIES
Roles and responsibilities of employees in BPO
Manoj Mathew

* What is MANAGEMENT
Management is the process of designing and maintaining an environment in which individuals, working together in groups, efficiently accomplish selected aims

* Characteristics of Management
* Goal Oriented : It coordinates the efforts of workers to achieve the goal of the organization * Result through others : The Manager cannot do everything themselves, they must motivate the subordinates for the accomplishment * System of Authority : a hierarchy of command and control should be followed * Multi-disciplinary Subject : Management has grown taking the help of so many other disciplines such as Technological engineering , sociology and psychology

* Classification of Our business activities
* Technical Activities
* Commercial Activities
* Financial Activities
* Security Activities
* Accounting Activities
* Managerial activities

* Qualities of a Manager
* 1.Physical ( Healthy and energy )
* 2. Mental ( ability to understand )
* 3. Moral ( Willingness to accept responsibilities and Loyalty ) * 4. General Education ( Awareness in all areas )
* 5. Special Knowledge ( high knowledge in working area ) * 6. Experience (Knowledge arising from Work Proper )
* Different Managerial skills
* Technical skills enable people to perform an operational activity involving methods, processes or techniques * Human skills enable people to communicate, persuade, manage conflict, motivate, coach, negotiate and lead. * Conceptual skills enable people to come out with new ideas & creative thinking especially during uncertainty * Steps involved in Successful Delegation

* Establishment of definite goals : Set goals for the BPO process * Developing Personal Discipline for Supervision : Every subordinate get the attitude to take responsibility * Establishment of Definite responsibilities : Tell what are the responsibilities to be performed * Training : Before Delegation give proper training to the subordinate * Report : Delegation Report should be submitted

* Control : Even after delegation supervisor should monitor

* Organising the activities

* Organisational Structure in susee BPO
* It includes different organizational level and duties and responsibilities of the people at different level. * It is the framework or structure of an organization
* Line functional Heads are which have direct responsibility and relation for accomplishing the primary objectives of the enterprise * Staff functions refer to those who ultimately responsible to work most effectively in accomplishing the primary objectives of the enterprises OPERATIONS MANAGER

(MR J. SUKUMAR)

QUALITY ANALYSERS
NAGALAKSHMI RANJINI NALINI
TEAM LEADERS
ARULKAMU SOUNDARI K.SARAVANAN DATA ENTRY TRAINEE
DATA ENTRY TRAINEE
DATA ENTRY TRAINEE
DATA ENTRY OPERATORS
DATA ENTRY OPERATORS
DATA ENTRY OPERATORS
DATA ENTRY OPERATORS
PROJECT LEADERS/HEADS
SHIFT1 (SANGEETHA.T) SHIFT2 (K.VEERAMANIKANDAN) OPERATIONS SUPERVISOR SHIFT 1 Mr.A.D.VINOTHKUMAR

OPERATIONS SUPERVISOR SHIFT2 (Mr.V.MAHINDRAN)
M
ASST MANAGER
(MR MANICKAM)

Responsibilities of Operations Manager
* Policy Formulation: Formulating policy is one of the core duties of an operations manager. Companies must operate and function on a daily basis within a prescribed set of guidelines. These guidelines are generally established by operations managers

* Planning: The planning of various company operations and activities is another major concern of...
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