- Lead the site for service delivery perspective and meet goals for all the processes in the site deliver as per client contract (CPM)  -Define and drive strategic initiatives that result in improvements in companies service offering and customer support  - Focus on maximizing Customer Experience while optimizing costs  - Manage day-to-day overall operational execution to enhance cost control, profitability, quality, productivity and efficiency throughout the company's operations departments.  - Full accountability for identification of operational issues resulting from quality audits and/or - Voice of the Customer- as well as accountability for systemic issue resolution  - Build, develop and manage operations leadership team capable of carrying out needed operations strategies while improving employee relations and retention.  - Construct detailed business cases and financial models and accompanying executive presentations for proposed operations improvement initiatives. Facilitate the development and implementation of metrics/reports to measure the success of business improvement initiatives.  - Possess strong management, organizational, planning and interpersonal and communication skills with the ability to manage multiple priorities  - Experience of working in third-party BPO or captive off-shore operations is pre-requisite.  - Provide functional support and direction to the Managers and Team leaders on customer support needs  - Monitor the performance of the 2nd & 1st line supervisors and coach them, if required  - Assist with training and identify training needs within the group  - Mentor and assist Managers/Senior Managers  - Liaison with other support functions of the company affecting customer support  Skills:  - More than 15 years of experience in managing 3rd part voice contact centers  - Strong interpersonal people management skills & client management skill  - Ability to work and communicate with people across organizational units and client organization  - Strong decision making skill, ability to think strategically and translate strategy into action plans  - Strong analytical skills with an ability to resolve problem with a win-win negotiation approach  - Ability to lead people on large, multi-functional efforts  - Expert knowledge of service procedures & demonstrated Customer services skills and experience in a voice call center environment  - Ability to coach & develop people in the hierarchy  - Quality Focus: Knowledge & implementation of Quality tools & techniques (Six Sigma, Lean) for process improvement.  - Thorough understanding of P & L account, planning, forecasting & scheduling to meet SLAs, Delivery and adherence to the SOW defined parameters

Mumbai

Pune

Head - Contact Center 

Head - Contact Center  ,Job Description for Head - Contact Center  in ABC Consultants in  Mumbai Pune for (15-20) years of experience. Apply Now!

Job Description for Head - Contact Center  in ABC Consultants in  Mumbai Pune for (15-20) years of experience. Apply Now!