Service Delivery Head - Global Contact Centre Operations

Position Vacant : Service Delivery Head- Global Contact Centre Operations

Company Profile : Leading MNC Captive's Global Contact Centre

Locations : Chennai & Bangalore

Job Description :

- Own and drive Cost reduction targets at the organization level and ensure its embedded well within service delivery

- Own revenue and sales targets at the organization level.

- PL accountability for large operations of 1000+ voice and non voice in BFSI / Third Party BPO. Preferably in BFSI sector

- Ability to synthesize strategic goals in operational goals.

- Partner with Country level Senior Leadership in delivering group strategy.

- Responsible for development and administration of annual department budget to attain business goals with operational stability

- Provide strong, dynamic leadership that mentors, develops, and guides team members

- Develop, implement and maintain effective internal and external Quality Assurance (QA) programs including COPC, Lean Six Sigma fostering continuous improvement

- Proven experience managing metrics, ensuring customer satisfaction, and statistical performance levels related to Call Center;

- Ensure compliance with regulatory guidelines and standards

Candidate profile :

- Previous leadership role in sales role in a large BPO (1000+ FTEs), Preferably in BFSI sector

- Experience working across multiple geographies with the ability to influence in an indirect and virtual environment required

- Experience in managing Off-Shore clients Preferred, not mandatory

- Problem analysis and problem resolution at both a strategic and functional level

- Excellent interpersonal and communication skills

- COPC, Six Sigma trained / certified