Designation : Head Operations - India  Reporting to : VP - Global Operations - BPM   Our client a leading ITES organisation is looking for a Head Operations - India to head its BPM operations. The position is based in Gurgaon - India and reports into the VP - Global Operations - BPM. The position is responsible for the overall leadership of the BPM operations (Airline, OTA and GDS/TMC Processes), providing an overall strategic direction to BPM operations efforts in India, Sri Lanka & Dubai in order to achieve the business goals and to ensure customer delight through close interaction with the leadership.   Essential Experience:  - 15 - 18 years of experience in BPM Operations at leadership level  - 4 - 5 years specifically Travel BPM exposure   - Independently manage the site, people and metrics related to the centre. Work closely with Local leaders of India, Sri Lanka & Dubai  - Should have deep knowledge and understanding of the Travel market, Competition & Market trends in BPM  Role Challenges:  - Multiple Locations, Multiple Customers, Multiple Geographies to lead, Manage BPM Operations of 4500 - 5000 People  - Manage and review ACD data on daily weekly and monthly basis. Reduce variation among agent data. Adequate staffing in all intervals as per call volumes  - Present reviews to the Client on monthly basis. Generate additional process insights, capture end customer voice and share with client  - People management with help of skip level meetings, TL grooming and Red Amber Green analysis  - Agent development through strong coordination with Training  - Manage customer SLA and expectations  Personal Style Enablers:   - Ability to motivate and inspire teams  - Diligence in following through Operational Parameters  - Innovative and able to foresee market conditions  - Build and sustain relationships with key people in the Customer Environment  - Extrovert with a sales mind set  Primary Job Responsibilities:  - Meet & Exceed all BPM metrics like AHT, Staffing Adherence, Abandoned% Occupancy for Voice Business  - Back office : Meet and Exceed all TATs for all Transactions along with desired accuracy  - End to end client Management including reviews with client, value addition to the client and proactive communication to internal and external clients  - Attrition & Absenteeism to be below the standard BPM Industry benchmark; - 6% on a Monthly basis  - End customer satisfaction and effectiveness scores to be above 92%  - Process compliance to be above 99%  - Collaborate with Sales/Account Management teams to grow the business  - Positioning IGT Solutions & Services as a major player in the travel technology segment to become a partner of choice for travel related companies in BPM services  - Develop, manage and execute customer delight programs  - Accomplish the organization's goals and objectives  - Prepare medium-term plan, annual budgets and activity plan consistent with the agreed strategies with Unit and organizational goal  Education:   - Graduation in any discipline   - Other International travel required

Delhi NCR

Others

Head - BPM Operations - BPO  

Head - BPM Operations - BPO   ,Job Description for Head - BPM Operations - BPO   in Aambridge Staffing in  Delhi NCR Others for (15-18) years of experience. Apply Now!

Job Description for Head - BPM Operations - BPO   in Aambridge Staffing in  Delhi NCR Others for (15-18) years of experience. Apply Now!