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
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