Principal Consultant at Leaders Hunt
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Assistant General Manager/General Manager/Centre Head - Operations & Work Force Management - BPO (9-18 yrs)
We are seeking for a Head of Operations - who will be heading one of the centres based out of Navi Mumbai. The position will report to the COO and will be responsible for the entire site, BPO operations, delivery and will also head the WFM department.
Mentioned below are the ones that should be possessed from an operations perspective:
- Should have managed a large operations and work force.
- Should be strong in workforce management, know about forecasting, real time adherence
- Exposure to dialers and hands on approach on outbound dialer strategies
- A good understanding and hands on work on work force management on inbound call centre along with call flow and manpower scheduling
- Various billing logics for inbound and outbound business
- Client management skills for multiple clients
- Good understanding and working on various inbound and outbound KPI's
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