Assistant Vice President - Technical Support - BPO

Industry preferred : BPO

Position : Technical Support

Level : AVP

Domain/Vertical : Technical Support/Mfg & Hi Tech

Shift : 24- 7

Location : Belapur(Mumbai)

Job Description :

- Lead the site for service delivery perspective and meet goals for all processes in the site deliver as per client contract (CPM) as well as operating plan (Top line & bottom line)

- Focus on maximizing Customer Experience while optimizing costs

- Contribute to the development of short and long term strategic business goals

- Retaining talents and enhance employee satisfaction for the aligned business

- Develop leadership pipeline to meet short & long-term business goals.

- Create appropriate servicing and retention strategies for customers

- Ensure systems development integration with strategy

- Provide functional support and direction to the Managers and Team leaders on customer support needs

- Monitor the performance of the 2nd & 1st line supervisors and coach them, if required

- Assist with training and identify training needs within the group

- Mentor and assist Managers/Senior Managers

- Liaison with other support functions of the company affecting customer support