Minimum Experience: 12 years

Job Description:

Professional Summary: We are seeking a high-caliber, strategic leader for the position of Assistant Vice President (AVP) - General Manager Operations at Crescare Solutions. This role is pivotal in driving the excellence of our US Customer Service Voice Process. The ideal candidate will possess extensive experience in managing large-scale contact center operations, with a proven track record of elevating customer satisfaction and operational efficiency. You will be responsible for the end-to-end delivery of service excellence, leading diverse teams, and implementing data-driven strategies to meet the evolving needs of the US market.

Key Responsibilities:

- Lead and oversee comprehensive customer service operations for the US Voice Process, ensuring alignment with global organizational objectives and client expectations.

- Develop and execute strategic operational roadmaps to drive continuous improvement in service delivery, cost-optimization, and customer retention.

- Manage the full P&L of the operations vertical, including budgeting, forecasting, and resource allocation to ensure financial targets are met.

- Drive the performance of cross-functional teams by setting clear KPIs and monitoring critical metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and Net Promoter Score (NPS).

- Collaborate with Workforce Management (WFM) teams to optimize staffing levels, occupancy, and scheduling based on Erlang-C modeling and seasonal volume fluctuations.

- Foster a culture of analytical excellence by evaluating deep-dive performance data to identify trends, bottlenecks, and actionable business insights.

- Ensure strict adherence to US regulatory standards and compliance requirements, including PCI-DSS, HIPAA, or other industry-specific protocols relevant to the customer process.

- Lead high-level stakeholder meetings and business reviews, providing transparent reporting on operational health and strategic growth opportunities.

- Implement robust Quality Assurance (QA) and Training frameworks to ensure consistent service quality and continuous skill development across the floor.

- Drive organizational change and process re-engineering initiatives utilizing Six Sigma or Lean methodologies to eliminate waste and improve customer journey mapping.

- Manage the recruitment, onboarding, and career development of mid-level management, ensuring a strong leadership pipeline within the operations.

- Resolve complex escalated customer issues and operational crises by providing immediate technical and strategic interventions.

- Oversee the implementation of contact center technology stacks, including IVR, CRM, and AI-driven automation tools, to enhance agent productivity.

- Maintain a highly engaged workforce by implementing effective employee motivation and retention strategies tailored to the BPO/KPO environment.

Skills:

- Extensive expertise in managing US-based international voice processes within a 24/7 contact center environment.

- Profound understanding of Customer Experience (CX) strategy and Customer Satisfaction (CSAT) enhancement techniques.

- Advanced analytical skills with proficiency in using BI tools and Excel for complex data modeling and performance reporting.

- Exceptional leadership and people management skills, with the ability to inspire and mentor large teams.

- Strong command of contact center financial management, including COGS, GM, and EBITA targets.

- Mastery of operational frameworks such as COPC (Customer Operations Performance Center) or ISO standards.

- Excellent verbal and written communication skills, with the ability to influence C-suite executives and international clients.

- Technical knowledge of telephony systems (Avaya, Cisco, Genesys) and integrated CRM platforms (Salesforce, Zendesk).

- Proven ability to manage high-pressure situations and make critical decisions in a fast-paced environment.

- Strong negotiation and conflict resolution skills for both internal team dynamics and external client relations.

Preferred Skills:

- Six Sigma Green Belt or Black Belt certification for process optimization.

- Experience in implementing Generative AI or Chatbot solutions to augment voice process efficiency.

- Familiarity with Agile management practices within a service operations context.

- Prior experience in the Healthcare, Finance, or Telecom sectors within a US-centric BPO.

- Knowledge of COPC or PMP (Project Management Professional) certification.

- Deep understanding of digital transformation trends in the contact center industry.

Qualifications:

- Bachelors degree in Business Administration, Management, or a related technical field is preferred.

- Masters degree (MBA) in Operations or International Business is highly desirable.

- Minimum of 12-15 years of professional experience in BPO/KPO operations, with at least 5 years in a senior leadership (GM/Director/AVP) role.

- Proven track record of managing a span of at least 300+ FTEs in an international voice process.

- Strong stability in previous roles with demonstrated career progression.

Education Qualification: Graduate (MBA Preferred