Designation: Vice President - Operations  About Akosha:  We are a team of passionate individuals working to solve the problem of bad customer service in India. We are based out of New Delhi and are backed by a top-tier US VC firm. We are building India’s fastest growing customer service platform. 10,00,000+ consumers and 400+ brands are already using us.  Key Responsibilities:   - Accountable for achieving the revenue targets of the team  - Ensure adherence to operational processes for maintaining high CSAT scores  - Monitor the quality standards of the team and real time service levels  - Identify root causes for non-achievement of service level guidelines and develop solutions   - Set the direction and culture of the team by managing individual and team performance expectations and goals  - Conduct weekly review meetings with managers and handle the concerns of people on floor  - Review and analyze performance reports against targets on a weekly/monthly basis and help the managers in achieving their goals  - Manage and drive staffing plans, attrition, cost analysis, schedules, quality initiatives, process change initiatives as required  - Participation in the hiring and training of Managers, TL’s and Executives.  - Ensures employees growth & development, set priority, drive motivation & engagement for employees  Requirements:  - Post graduate degree from a reputed business school  - Minimum 5 years of work experience in BPO/KPO and handled a team of atleast 500 members  - Demonstrated excellent team handling skills in the past  - Developed operational processes from scratch in a BPO  - Location - New Delhi  Core Competencies:  - Decision making : Clearly defines problems, identifies all the facts and available alternatives. The candidate should be able to take speedy decisions.  - Customer Focus : Cultivates a customer-centric culture in the organization. Proactively anticipates and provide holistic solutions for delighting the customers.   - Coaching and mentoring : Invests time in coaching and mentoring for professional development of employees. Provides constructive feedback and help each individual to leverage their unique strengths.  - Communication : Communicates clearly and fluently to create understanding and co-operation between different teams. Actively listens to people to understand and seek feedback.   - Team Leadership : Shares a clear vision of the company with employees. Motivates and influences people to attain team goals. Develop clear roles for employees, set challenging goals and held them accountable.  - Ownership and Accountability for Results : Drives himself and others to achieve desired results. Reviews and monitors progress with course correction to ensure success. Constantly raises the bar after each achievement.

Delhi NCR

Akosha - Vice President - Operations   

Job Description for Akosha - Vice President - Operations    in Helpchat in  Delhi NCR for (5-12) years of experience. Apply Now!