Operations Head - Call Center

We are calling upon the thinkers and doers those with a natural curiosity and a hunger to keep learning keep growing. People who thrive on fearlessly experimenting seizing opportunities and pushing boundaries to turn our vision into reality. And as you help us create a better world we will help you build your own intellectual firepower.

Responsibilities

Own the overall operations (Process management P&L management Client management People Management Performance Management Strategic Initiatives etc.)

Engage operations and support functions for ensuring the success of the program

Handle clients and internal Business and partner with them to effectively run the program

Articulate and tailor value proposition based on the needs identified

Implement appropriate mechanisms to identify understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.

Minimum Qualifications

Candidate must have contact center experience including previous experience in the Customer Service space with and with confirmed tenure in mid/senior management role

Experience in directly leading and running an Operations team and be directly accountable for outcome metrics per the agreed SLA by the clients

Understanding of Performance measurements and ability to lead daytoday performance such as Productivity CSat Efficiency Shrinkage among others.

Identifying and leading continuous improvement projects through Lean & Six Sigma Tools for achieving a better business outcome

Outstanding customer relationship skills

Experience holding and representing the Program independently in Customer Reviews and visit

Preferred Qualifications/ Skills

Balancing critical issues and customer concerns

Establishing/maintaining a customercentric culture

Acquiring references case studies and testimonials from customers

Have the ability and experience of crossfunctional teamwork and partnership skills

Remote Work :

No