About Our Client:

Our client is a leading MNC giant having operations across motor, travel, health & lifestyle assistance services. The have significant plans of expanding their operations in India and are looking for a seasoned professional to head up the overall business operations & contact center.

Job Description:

- Reporting into the India CEO, you would be responsible for leading the overall operations, while ensuring quality of service, overall efficiency and cost effective management of resources.

Your key responsibilities shall include:

- Drive end to end operations while efficiently managing the overall call center operations while acting as a SPOC for the key account service delivery focusing on first time resolution of client service requests.

- Develop & ensure existence of an effective & efficient network of external service providers across the country to ensure quick complaint resolution while assisting road side assistance customers

- Ensure quality control of service delivery, ensuring that it meets client requirements and SLA’s and meets all legal and other requirements

- Manage and oversee the performance of all employees while ensuring that all staff is trained and inducted properly

- Develop innovative and best in class customer telephony/contact strategies to ensure quick resolution while focusing on increasing the rate of phone resolution.

- Manage the service delivery of the account by providing support and leadership to the operations team that ensures compliance with contractual operating guide and operational efficiency/profitability.

- Implement strategies to reduce the average cost of external service providers in order to support the competitive

- Manage & develop functions related to creating BCPs and Procedures while managing Disaster Recovery operations within the firm.

The Successful Applicant:

- MBA/Masters degree with over 14 years of strong experience of managing call center operations along with exposure across road side assistance/ medical emergency voice operations

- Understanding of the automobile sector along with knowledge of the road side assistance vendor network is critical for the role

- Our client is open to consider people that have worked in the Automobile sector in the past and are currently leading voice operations for a captive or a BPO

- Strong background in conceptualizing & implementing contact processes with good experience across Avaya, Blue Pumpkin, etc

- Experience of leading large teams along with strong spoken and written communication skills

What's On Offer:

This is an excellent opportunity to develop your career with one of the leading MNC firm and head their fast growing business.

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