Service Delivery Head - BPO

Key Skills:

- Ability to motivate and inspire agents

- Must have a strong eye for detail and a thorough understanding of client expectations

- Must display positive energy, service oriented attitude towards all agents

- Strong managerial, organizational, prioritization and classroom leadership skills

- Solid language fluency required (enunciation, clarity and professionalism)

Job Description:

This role is responsible for:

Manage day to day center operations

Meet or exceed KRAs of all team members such as Ops managers, ACCMs, AMCCs and agents.

New training and ongoing training of team members.

Responsible for grooming and development of team.

Responsible for revenue generation of assigned process and span and achieve the desired Efficiency and productivity as per targets.

Responsible for achieving desired client KPIs throughout and align team to deliver the desired results.

Responsible for direct client communication in terms of any deliverables asked and demanded by the client.

Manage assigned shifts throughout the week (proper escalation, list management, strategic seating, etc.)

Hold team meetings on a regular basis with the direct reports

Document and communicate system and business process gaps

Ensure process operates efficiently according to client and company measures

Be directly responsible towards fostering the development of your team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counseling

Excellent ability to demonstrate innovation and good judgement/problem solving skills when making decisions

Desired Candidate Profile:

Education Qualifications:

- Excellent command over English (Verbal & Written)

- Experience in training is preferred

- Minimum of 3 years of experience as Manager-Operations.

- 7-8 Years of total Experience and preferably in handling BPO business.

- Basic Computer skills required

- Working knowledge of Excel, Power point

- Understanding of Ops Reports and MIS.