Associate Director - Operations - Partner Management - eCommerce

JD - Associate Director Operations - Partner Management

Location : Bangalore

No. of Positions :1

Responsibilities :

- Responsibility for the operational performance of inhouse/outsource contact centre partner.

- Lead engagement initiatives at shop floor.

- Ownership of Day-to-day operations to ensure all deliverable are met as per the agreed SLA

- Facilitate monthly and quarterly review meetings with the teams.

- Participate in workforce planning and budgeting activities in coordination with internal teams.

- Customer Management, Escalation management - Relationship management with allied business units

- Roll-out organizational goals/objectives across the partner operations.

- Drive quality and customer experience at the partner location

- Work closely with various internal groups to understand business requirements, implement new processes and contribute to ongoing process improvements.

Required Skills :

- Graduate with minimum 12 years contact centre management experience with at least 4 years in manager role at a premium Contact Centre or Organisation.

- Experience in managing outsourced partners (desirable)

- Advanced Microsoft Office and Microsoft Windows skills

- Excellent written and verbal communication skills required

- Ability to maintain confidentiality

- Excellent relationship management

Desired Skill sets :

- Strong leadership abilities

- Customer orientations and customer centric experience

- High degree of Business knowledge

- Strong communication, interpersonal skills

- Process Management.

- Experience in contact centre operations.

- Highly customer focused in all approaches.

- Strong problem solving, Strategy, Prioritization skills with an eye for detail.

- Ability to come up with lots of ideas and improvements.

- Partner manager experience of at least 5 years.