Key Responsibilities and Profile:

- Workforce management, staff planning and agent scheduling.

- Experience in handling a large team, across the geographies.

- Quality assurance programs/processes

- Development and facilitation of both new-hire and on-going training plans

- Experience with the implementation and integration/management of offshore call center operations

- Experience developing and delivering client-facing monthly reports and presentations

- Excellent communication skills, both verbal and written

Essential Job Functions:

- Assists the business development team in representing company outsourcing capabilities to potential clients. Gathers data and summarizes to assist in client evaluation.

- Structures sourcing propositions across processes, applications and infrastructure in conjunction with business strategy.

- Provides analysis and documentation of client requirements to provide appropriate data to project development and implementation team for client(s).

- Creates client-specific process flow charts and templates, manuals, handbooks and other outsourcing documentation.

- Uses metrics to assess outsourcing effectiveness. Summarizes results and prepares reports for management.

- Identifies additional product/services opportunities in client organization and refers to business development team and/or more experienced personnel.

- Maintains currency with industry trends and forecasts. Recommends modifications and/or new processes to maintain competitiveness in the industry.

- Provides leadership and work guidance to less experienced personnel.

Other Qualifications:

- Good organization and time management skills

- Good communication, presentation and facilitation skills

- Ability to conceptualize, design, develop and apply business and management consulting applications and services

- Ability to strategically assess clients' business and identify improvement opportunities

- Ability to handle a large team.

- Willingness to travel

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.