Key Responsibilities:  The focus of the function would be to provide leadership and expertise to running a large Contact Center in a multi-channel environment servicing Global Markets. Also, the candidate would be accountable to driving improvements around process and productivity the outcome of which would have commercial linkage from a billing standpoint.  - Deliver on Financial goals for the business; identify opportunities for Growth & deliver on growth commitments; identify key cost metrics and ensure they are optimised. Partner with the BD, Solutioning, Sales team on Commercials, pricing, winning deals   - To ensure the personal development of the team members  - Drive Process improvement in the process and continuously plan for process performance  - Anticipate & plan for new business; prepare for infrastructure and other growth related requirements; plan for resources based on work type and work volume projection and current available head count; and allocate responsibilities  - Review process performance and report out performance dashboards  - Ensure adherence to SLA's as agreed for the respective processes  - Regular liaison with the business contact points  Desired Profile:  - Should have experience in managing backend process in a (third party set up) as well as contact centre experience  - Experience in managing large teams of approx 100 + people  - Prior Customer Management exposure is important  Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

Hyderabad

Genpact - AVP - Contact Centre - Transaction Services 

Genpact - AVP - Contact Centre - Transaction Services  ,Job Description for Genpact - AVP - Contact Centre - Transaction Services  in Genpact in  Hyderabad for (10-18) years of experience. Apply Now!

Job Description for Genpact - AVP - Contact Centre - Transaction Services  in Genpact in  Hyderabad for (10-18) years of experience. Apply Now!