Deputy General Manager - Customer Service Operations - Telecom

Role : Deputy General Manager - Customer Service Operations - Telecom

Key Responsibilities :

- Managing site delivery of various LOBs of a large Telecom account

- Delivery Metrics and contractual SLA management

- Day to day Client management

- Managing a LOB of 500 -1000 FTEs

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

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

- Manage attrition and career planning of all employees within span of control

- Grow account strategically to increase top line for the organization

- Manage and contribute in improving the profitability of the account

Strategic Inputs / Skills Required :

- 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 and Repeat

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

- High IQ and EQ