Job Description

Key Responsibilities

Service Delivery - achieving all key contractual SLAs Day to day Client management Lead all client and internal calls for the process, serving as the single point of contact Direct WFM, Training, and other shared services for optimum functioning of the 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 the top line for the organization Manage and improve the profitability of the account Ensure continuous improvement in service delivery through Process Improvement Initiatives Vast experience (hands-on) in contact center / outsourcing space Currently in a Senior Manager role (min 100 HC) that can lead the operations team including Operation Managers and Team Leads, with the capability of building a high-performance culture of inspiration and motivation 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 Work with the Senior Management Team both in-house / CNX to improve performance, service quality, processes, and information flow Knowledge of leading delivery with Voice business services is a 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 constantly changing dynamics Manage client expectations and drive high e-Sat / VOC Strong financial management acumen with an understanding of P&L Strong understanding of contracts and key BPO dynamics governing them Strong customer service orientation and client management skills Robust experience in driving key customer metrics like NPS / CSAT #J-18808-Ljbffr