DGM - Operations - Contact Center/Customer Service

Job Responsibilities :

- Maintains good relationship with clients, working closely with them towards business objectives and handle all requests and escalations at the right time

- Maintains professional and technical knowledge in the contact center operations and helps in setting up and improving knowledge management

- Accomplishes organization and customers goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

- Identifies, analyzes, organizes, and leads operational development opportunities that are scalable within the contact center organization

- Make recommendations to the current workflow and processes through automations, process improvements and innovations

- Design and Implement rewards and recognition and performance improvement policy for the subordinates

- Implement risk and change management processes including business continuity

- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.

- Prepares and reports out performance reports by collecting, analyzing, and summarizing data and trends.

- Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Required :

- 15+ Years of experience in Contact Centers or Customer Service

- People management - should have managed a team of ~100+ people strong (across multiple workflows)

- Domain expertise - Contact center, Services, Tech Troubleshooting etc Industry Experience - Tech and IT companies, focusing on premium customer

- Experience of working with a distributed team (Global)

- Experience in handling multiple live channels (Phone/Chat/email)

- Experience of transitions across geos or multiple processes

- Experience of 'incubating new processes' /new products

- Some basics of Quality (such as Six Sigma - Green/ Black Belt trained)

- Should have done some Process improvement and Innovation projects in previous roles

- Project management experience - PM Certification will be a good bonus to have

- Experience in implementing metrics and measurements

- Experience in workforce planning, estimation and Budgeting

- Good Language Skills - Verbal and Written English

- Customer facing skills and presentation skills

Other skills : Interpersonal skills, Negotiation skills, Good values and work ethics