Overall objective:  - To deliver the highest Quality of Service across all remote touch points incl.  - Digital and harvest opportunities for cross selling and up-selling   Required Experience:  - Approx 18 years handling large operations which includes multi media contact centres / BPOs having both operational and business KPIS   Additional Skills:  - Cross functional stake holder management / analytical in approach and target focused ability to handle complexity and flexible style  - Has handled Remote ops for fairly large size ops, has dealt with multiple stake holders high degree of ownership to achieve org goals, self starter and can handle ambiguity, proven leadership skills   KPI:  - NPS / CSAT, build, run and evolve operations based on business needs  - Timely delivery for all Service Fulfillment   Role and responsibilities:   - Reactive - Plan, Build, Forecast and Run Assisted service spans voice and non voice operations   - To cover the last mile service delivery I phase 2  - To evolve into a end to end Service Operation including omni channel / eCommerce ops leadership to Service Team based on business fulfillment needs   - To Evolve systems and mechanisms to reduce reactive costs by smart deflection to automated / self service modes   - Responsible for P & L of the operations   - Responsible for forecasting and planning including capex and opex  - Responsible for cost optimization / identification of expansion based on business needs incl IT and HR / other stake holders   - Responsible for meeting targets of cross sell   Cross functional Interactions:  - With HR for recruitment / training and refreshers   - Quality team for quality of service process - for improvements and 6 sigma processes   - IT   - Zonal Spocs   - Business Partnerships - Aspect / MS Dynamics   - Loyalty and marketing teams

Mumbai

Future Group - Head - Contact Centre Operations/Shared Service Centre 

Future Group - Head - Contact Centre Operations/Shared Service Centre  ,Job Description for Future Group - Head - Contact Centre Operations/Shared Service Centre  in Leading Retail Organization in  Mumbai for (14-18) years of experience. Apply Now!

Job Description for Future Group - Head - Contact Centre Operations/Shared Service Centre  in Leading Retail Organization in  Mumbai for (14-18) years of experience. Apply Now!