23/03 Rajeev Narang
Principal Consultant at Simply People

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Associate Director - eCommerce Operations - BPO (10-15 yrs)

Delhi NCR Job Code: 678692

Associate Director - eCommerce Operations - BPO


Our Client is a well established very large reputed brand in IT/ITes managing International and Domestic business. For its existing and expansion for New Business, they are looking for 2 dynamic Sr Managers/Associate Directors to manage Operations/Delivery for their Domestic BPO/BPS division for Multiple clients in eCommerce

- Managing an average span of 500-2000 FTE's.

- Client, Customer & People Management.

- Drive Performance in the team to achieve KPI's.

- Manage and plan the daily team activities and operations.

- Drive Team adherence and manage to schedule.

- Managing Escalations (Internal & External)

- Run reports & conduct a thorough analysis of the missed KPI's & draw an effective action plan.

- Drive Continuous Improvement projects by use of kaizen & Lean practices.

- Performance management and appraisals of the team.

- Conduct weekly reviews & present an action plan to the Management.

- Conduct one on one, skips with the team.

- Feedback and Coaching.

- Knowledge management for the team and quality control.

- Apply performance management strategies - action plans, BQ planning.

- Responsible for people/ employee career development.

- Manage Data Analytics and Data Churn

- Manage Dialing Strategies and manage resource utilization (Should be able to design dialing strategies for better penetration depending on the customer behavior and product)

- Initiate improvement projects and drive efficacy

- Sales skills (should have smart sales techniques basis the products and customer behavior)

- Target oriented approach and should display various approaches to achieve the targets and drive them within the team

Education & Experience: 

Postgraduates with 10-15 years of overall relevant BPO experience with 3-5 years in managing a eCommerce or related programs

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