RESPONSIBILITIES

• Service Delivery – achieving all key contractual SLAs.
• Day to day Client management.
• Lead all client and internal calls for the process, single point of contact.
• Direct WFM, Training and other shared services for optimum functioning of account.
• Single point of contact for all financial decisions regarding the account.
• Manage attrition and career planning of all employees within span of control.
• Grow account strategically to increase top line for the organization.
• Manage and improve profitability of the account.
• Ensures continuous improvement in service delivery through Process Improvement Initiatives.

REQUIREMENTS

• At least 8 years of experience.
• Vast experience (hands on) in contact center/outsourcing space.
• Manager over the 80 headcount.
• Good English.
• Currently at Senior Manager role (min 100HC) that can lead the operations team including
• Operation Managers and Team Leads. Have capability of building a high – performance culture of inspiration and motivation.
• Can provide high – level advice on strategic planning, performance management and continuous service quality improvement.
• Undertake the development, implementation, monitoring and reporting of the Operations Plan to meet the goals.
• Can work with the Senior Management Team both inhouse to improve performance, service quality, processes, and information flow.
• Knowledge of leading delivery with Voice business services is mandate.
• Ability to monitor efficiency parameters (seat utilization/ shrinkage/ attendance management/ retention etc)
• Ability to work under pressure and adapt & drive the team to meet constant changing dynamics.
• Ability to manage client expectations and drive high e-Sat/VOC.
• Strong financial management acumen. Understanding of P&L.
• Strong understanding of contracts and key BPO dynamics governing them.
• Strong customer service orientation and client management skills.
• Robust experience of driving key customer metrics like NPS/CSAT.
• Fundamentally a strong people manager. Should be able to guide a team to success.