Metrics Accountability:

Agreements, Productivity, Quality, NPS, Escalation Rate and Contact Rate.

Work with global teams to understand root cause of performance challenges and drive a philosophy of continuous business improvement.

Monitor costs and losses across the India operations.

Employee Happiness/wellness:

Ensure employee happiness within the CX teams in India by creating strong connections with the whole team and utilizing effective communication to help translate the Mission into meaningful and clear goals.

Keep a regular and open line of communication with the OM's to support and influence as needed.

Maintain ultimate responsibility for team structure, recruiting, onboarding and training by working with CX leadership, direct reports and other business partners.

Strategy & Planning:

Translate company goals into clear and comprehensive directives for team. Support direct reports as they implement new directives.

Stay ahead of the growth and business direction and ensure that Operations in India is set up for success.

Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities to advance the team's goals.

Work with GM of India to determine best strategic options for the future growth of India Operations.

Product Improvements:

Work with local Customer Voice (CV) and Quality role to be a strong source of feedback on customer needs and gaps. Ensure that any barriers to excellent service are understood and shared with product team via CV.

Special Projects:

Lead and/or participate in Operations-specific and/or company wide projects that may be assigned by leadership.

Seasonal or Special projects based on the needs of the team or the customer.

Handle any serious escalations in the local timezone, looping in colleagues in NA or EMEA.

REQUIREMENTS:

Skills, Competencies and Must-haves:

Ability to look at each problem or data set from many different angles to find innovative and simple solutions.

Entrepreneurial Spirit:

Ability to take what is available and build a fort with it; it's not a problem, it's a challenge.

Financial Prowess:

Be a cereal entrepreneur and ensure that we are using our resources to the best result possible. Show skills in managing budgets and handling forecasts.

Simplify:

Able to see through complexity to find best path forward.

Communication/Interpersonal Skills:

Embrace the adventure with Peers, Partners, and teams and use superior communication skills to cultivate professional relationships with Key Partners.

Use innovative channels of communication to keep teams up-to-date with day-to-day changes in expectations and goals that are relevant to their roles.

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