Head Customer Care Operations for an MNC BPO in Hyderabad.  The Head - Operations will be responsible for setting the vision and direction of Customer Service operations. Will lead a large team of up to 800 associates, team leads, customer service managers and operations managers to improve customer experience, increase productivity and maintain service levels. This is a senior-level management position that is fully accountable for the results of the Customer Service business.  Summary of Responsibilities	  Responsible for and owner of customer experience quality and service delivery. Responsible for the overall direction, coordination, and evaluation of the teams under management. Understands and demonstrates core values and Leadership Principles. Carries out supervisory and management responsibilities in accordance with the organization's policies and procedures. Mentors others in developing Leadership behaviours. Hires, manages, and develops high performing teams. Identifies individual strengths of team members and actively fosters career advancement within Amazon.   Actively seeks to understand core business values and initiatives, and translates those into everyday Customer Service practices. Works with the overall Head of Customer Service to determine strategy to achieve overall business goals. Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success. Effectively applies best practices to all strategic decisions. Solves complex customer service issues by proactively identifying and eliminating root cause barriers to accuracy, productivity, and quality. Maximizes resources for the greater good of the organization.   Maintains a complete and thorough understanding of technical systems in a complex automated customer service center. Implements change or develop new processes as necessary to provide the ability to better service multiple work types. Continually measures and evaluates all work processes using Kaizen, Lean, DMAIC, and other improvement methods. Develops and achieves performance goals and objectives in order to deliver an exceptional customer experience. This position requires a candidate who has the ability to dive deep to include root cause analysis and develop action plans in support of driving process improvements and keep pace with our explosive growth while motivating others to meet the challenges of a performance based culture in an extremely deadline-driven environment.   Demonstrates ability to influence, manage, and present ideas via clear written and oral communication. Demonstrates emotional maturity and grace under pressure in all communications. Builds positive productive relationships with many stakeholders and partners around the world. Overcomes time zone and geographic distance to drive cross functional initiatives and ensure compliance with business policies. Deals with the complexity of multiple lines of business. Acts as the thought leader and strategist for Customer Service offerings and capabilities in the market. Develops and drives strategies and programs which improve the competitive position of the Company.   Demonstrates flexibility in work hours based on business need.  Skills required:  The ideal candidate will have a strong commitment to leadership, employee development, an understanding of Lean and Six Sigma, and a keen interest in and familiarity with technical systems, in addition to an exceptional level of dedication, motivation, and intelligence. Demonstrated ability managing and developing large high performance teams of associates/managers is required. Demonstrated familiarity with general principles of workflow in an inbound call/ chat/ email center, and current technologies to help manage that workflow. Must possess exceptional analytical capabilities.   The candidate should have a specialized skill set in running large scale production operations, preferably in a contact center environment. A deep knowledge in continuous improvement methods such as Kaizen, Lean, DMAIC, etc. is required.   The ideal candidate will have at least twelve years or more management experience in a fast paced, rapidly changing operations environment. Should be currently working as VP / Head / Director Operations in an MNC BPO in Voice / Customer Care process. Strong oral and written communication skills, as well as a strong technical and analytical aptitude are required. A bachelor's degree, or higher, in operations, or a related field, is required. The ideal degree would be in engineering, operations, supply chain or a related field. An advanced degree in a quantitative field is preferred (mathematics, stats, engineering, or science or an MBA).  Interested candidates can mail their profiles or call us @ 040-40101210/11.

Hyderabad

Head - Customer Care Operations - BPO 

Head - Customer Care Operations - BPO  ,Job Description for Head - Customer Care Operations - BPO  in Search Light Consulting in  Hyderabad for (15-20) years of experience. Apply Now!

Job Description for Head - Customer Care Operations - BPO  in Search Light Consulting in  Hyderabad for (15-20) years of experience. Apply Now!