Director - Talent Acquisition at 3D India Staffing Research & Consulting Pvt Ltd
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Vice President - Contact Centre Operations - BPO Chat/Email Process (10-15 yrs)
Key Responsibilities
Workforce ManagementL
- Drives the development of innovative resource planning and optimization solutions to maximize customer experience and return on investment
- Drives the development of long term strategic planning and support models to support the Jio growth
- Provide effective real time management to dynamically deliver our SLAs
- Provide efficient Dialler Management to ensure optimum call utilization
- Provide accurate and timely data to monitor agreed KPI e.g. shrinkage, recruitment plans, adherence etc.
- Identifies, establishes and conducts reporting and analysis on operations, both at the Regional and distributed contact center- s, using methodology in line and agreed with MI
CNOC:
- Drives operational performance across the CNOC operations
- Ensures provision and maintains of all CNOC processes and infrastructure to resolve complex customer issues escalated by assisted care agents
- Provides support for Route Cause Analysis (RCA) to develops both temporary / permanent fixes to avoid recurrence
- Ensures alignment between broader Customer Service Division (CSD) expectations, customer and employee needs, and operational quality and performance criteria
- Ensures implementation of best practice standards
Transition Management
- Manage the execution development and coordination of the service implementation / transition to our Outsourced Partners
- Ensure all possible risks that can adversely impact project timelines are highlighted in a timely & mitigation plans are in place
- Drive the preparation of internal risk management procedures and change management procedures
- Lead and execute a structured governance with key work streams involved in transition
- Develops the over-all transition project plan and guide the Knowledge Transfer
Commercial and Financial Management
- Formulates and executes budgets for his area of responsibility to ensure commercial sustainability and growth
- Overall accountability for the budgets and monthly forecasts within his area of responsibility
- Ensures execution and alignment of budget plans
- Drives and manages revenue and gross margins to ensure maximization and attainment of targets
- Drives operational performance within operational budgetary constraints
- Drives and ensures accuracy of the invoicing process within a timely manner with partners
Partner Relationships
- Develops and maintains relationships with BPO Partners and Service Providers
- Point of escalation for any WFM performance issues / contractual issues
- Prepares and delivers a monthly operational review
- Seeks opportunities to gain additional value from BPO Partners and Service Providers
- Develops, owns and implements the WFM governance model between jio and the BPO partners
People Management
Leadership
- Leads by example in living the values of the organisation
- Ensures the cluster is fully equipped to handle the work load and distribute work flow
- Coaches to ensure a full understanding of consequences of errors
- Creates an environment that fosters team work and co-operation amongst team members
- Creates awareness of jio's strategic objectives and their alignment to the cluster and company objectives
- Communicates effectively, building and maintaining relationships
- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation
Attraction & Selection
- Ensures appropriate staffing and action accordingly across the Contact Centre cluster
- Identifies need for creation of position and forward recommendation to direct manager and HR
- Selects and places candidates in terms of agreed recruitment and selection process
Retention
- Develops and empowers people, recognizing and rewarding value-added performance
Training and Development
- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans
- Monitors implementation of training needs as per individual development plans
Career Pathing and Succession Planning
- Identifies, manages and develops talent
Performance Management
- Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs
- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action
Key Result Areas
- NPS
- eNPS
- Budget Adherence
- SLA management
- %Complaints
- Managing NVOC, CNOC, WFM, Transition, IVR
Educational Qualifications
Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable) MBA/Post-graduate
Years of Experience (minimum & maximum) 10 - 15 years
AVP:
What are the organizations that the candidate should have worked for? (Indicate which criteria are mandatory)
Experience in Telecom/Financial Services (Banking)/DTH/BPO
What are the nature and scope of responsibilities the candidate should have handled- (Indicate which criteria are mandatory)
Customer Communications
Customer Service / Customer Operations preferably from BPO
Knowledge & Skills (Indicate which criteria are mandatory)
Cross-function collaboration
Customer experience / Customer service
Fluency in languages (English & Hindi mandatory)
If interested please share the updated resume with following details:
Source
Candidate Name
Qualification
Contact Number
Position applied for
Process applied for
Current Location
Current Designation
Current CTC
Expected CTC
Notice Period
Dhruv Dev Dubey
Mob: 9379121673
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