AVP - Delivery Project Executive - BPO

Job Description

Role : Delivery Project Executive

Designation : Deputy Group Manager, Band 8 / Group Manager, Band 9

No. Of Positions : 1

Location : Vizag

Years Of Experience : 11+ Years- Experience In Contact Center / Outsourcing Space

Qualifications : Graduate

Reporting To : Delivery Leader

Key Responsibilities:

- Managing site delivery of large insurance account

- Delivery Metrics and contractual SLA management

- Day to day Client management

- Managing an account of 500 FTEs

- Lead all client and internal calls for the process, single point of contact

- Direct Workflow, 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

- Lead all client and internal calls for the process, single point of contact

- Direct Workflow, Training and other shared services for optimum functioning of account

- Manage and improve profitability of the account

Strategic Inputs / Skills Required:

- At least 5 Years of work-ex of managing outbound contact center processes

- Should have experience of creating dialer strategies to optimize business objectives like improving contactability, managing productivity etc.

- Should have experience of managing a team of at least 300 agents or more

- 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

- Fundamentally a strong people manager. Should be able to guide a team to success

- High IQ and EQ

Preferred Skills:

- Knowledge of Insurance domain

For More Details Call At 09818200590