Deputy Head  Areas of Responsibility & brief description :  Responsible for the delivery of Contact - Centre solutions with focus on the following key areas :   - Design Information Communications solutions for client governments across the world   - Implement Voice & IVR technology platforms integration   - Deploy CRM platform deployment for key government projects   - Implement Short Messaging Service for visa applicants worldwide   - Explore and Implement Social Media solutioning   - Management of VFS Global Network Operations Center (NOC) called 3rd Eye - BIQC for worldwide monitoring of services   - Mobile Apps for Information and payment services   - Next Generation Voice recording solutions.   - Call origination and termination techniques across the globe   - Responsible for overall smooth functioning of BIQC facility to Control & Monitor Contact -Centre performance worldwide with respect to the following :  - Responsible to deliver the objectives set for the department by the management.   - Build and deploy controls and measures to successfully deliver all SLAs/KPIs and exceptional CSAT results from all outsourced Contact centre partners across the world.   - Deliver innovative and strategic products to reduce interactions and thereby reduce cost incurred by VFS Global towards outsourced Contact centre partners.   - Create value-add from existing business to the clients through streamlining processes and Training/Quality deliverables.   - Play a major role in company's future growth prospects and contribute positively towards achieving EBIT   - Deliver exemplary VOC from the clients and their customers   - Manage all outsourced Contact centre partners across the world  - Design new Contact centre solutions for all requirements across the globe.  - Deliver all SLAs/KPIs and ensure exceptional quality output & most importantly CSAT  - High level discussions/negotiations with vendor counterparts on Commercials, solution features, performance reviews, etc.  - Explore new features/Innovation to improve existing Contact Centre solution models and bring in cost reduction and savings.  - Create successful team members to create backup teams in the department Succession Planning.  - Ensure Gross Opex Reduction (Continuous improvements and efficiencies leading to reduced opex) for BIQC  - Overall responsibility of the BIQC Operations.  - Venture & explore into new areas of LOB to generate revenue and expand Contact -Centre services from the department.  Budgetary and Revenue Responsibilities :  - Overall Budget of all outsourced Contact Centres across the world to be met at all times.   - Ensuring exceptional performance of existing business in terms of SLAs, KPIs, CSAT, Quality, Process Improvements, Quality Driven projects, etc.   - Identifying areas for Cost Reduction   - Ownership of strictly meeting budgets for all NEW roll-outs across the globe   - Design of Information Communications solutions for client governments across the world   - Implementation of Voice & IVR technology platforms integration   - Deployment of CRM platform deployment for key government projects   - Implementation of Short Messaging Service for visa applicants worldwide   - Explore and implementation of Social Media solutioning   - Management of VFS Global Network Operations Center (NOC) called 3rd Eye - BIQC for worldwide monitoring of services   - Development of Mobile Apps for Information and payment services   - Next Generation Voice recording solutions   - Call origination and termination techniques across the globe   Qualification & Experience (Education, Experience, specific knowledge, skills, understanding, attitude) :  Education :   Minimum : Graduate in any field or global equivalent degree  - Six Sigma certified (at least GB) is required  Additional : MBA degree from premier institutes  Experience : Minimum of 10 years of experience in a large BPO in India handling International processes (preference to Telecom verticals).  - At least 4-5 years of experience in a Management role  Knowledge & Key Skills :  - Excellent knowledge of Contact - Centre telephony and IT/Telecom design.   - Clear and complete understanding of Contact-centre overall Business Operations, various functions, financial, etc.   - Outstanding Communications skills and Vendor negotiation skills   - People management skills should be an inherent quality   - Thorough understanding of Contact -Centre Connectivity and Technology is desired   - Requires excellent one-on-one and group presentation and facilitation skills

Mumbai

VFS Global - Deputy Head - Information Services 

VFS Global - Deputy Head - Information Services  ,Job Description for VFS Global - Deputy Head - Information Services  in VFS Global Pvt Ltd in  Mumbai for (15-25) years of experience. Apply Now!

Job Description for VFS Global - Deputy Head - Information Services  in VFS Global Pvt Ltd in  Mumbai for (15-25) years of experience. Apply Now!